Location: Mandaluyong
Work Setup: Onsite
Schedule: Monday–Friday | Morning Shift
Job Requirements:
- Bachelor's degree in Business Administration, Marketing, Communications, or any related field
- With at least 5–8 years of relevant experience in Customer Experience, Customer Service, Client Relations, or Customer Success roles
- Must have at least 2–3 years of people management experience
- Strong background in customer journey mapping, process improvement, and customer engagement strategies
- Experience in handling customer feedback, escalation management, and service quality initiatives
- Data-driven with experience in analyzing customer metrics, KPIs, and performance reports
- Excellent communication, stakeholder management, and problem-solving skills
- Preferably with experience in hospitality, F&B, or service-oriented industries
Key Responsibilities:
- Develop and implement customer experience strategies to enhance customer satisfaction and loyalty
- Monitor and improve customer journey touchpoints across different channels
- Manage customer feedback, concerns, and escalations effectively
- Collaborate with cross-functional teams to improve service delivery and customer processes
- Track and analyze customer metrics and generate insights for business improvements
- Lead and mentor CX team members to achieve operational goals and service excellence
