Job Description: Customer Experience Manager
Industry: E‑Commerce / Online Shopping Platform
Location: Quezon City, Philippines
Employment Type: Full-Time, On-site
About the Company
A rapidly growing e‑commerce platform committed to delivering a seamless and customer-centric shopping experience. As we continue to scale, we are looking for a dynamic Customer Experience Manager to lead initiatives that enhance customer satisfaction, retention, and overall service quality.
Role Overview
The Customer Experience Manager will be responsible for designing, implementing, and optimizing strategies to improve the end-to-end customer journey. The ideal candidate has strong experience in e‑commerce or online platforms and is passionate about delivering exceptional customer experiences at scale.
Key Responsibilities
Customer Experience Strategy
- Develop and execute customer experience strategies aligned with business goals.
- Map and improve the end-to-end customer journey across all touchpoints (website, app, customer support, delivery).
- Drive initiatives to improve customer satisfaction, loyalty, and retention.
Customer Support Operations
- Oversee customer service operations, ensuring timely and high-quality responses across all channels (chat, email, social media).
- Establish service standards, KPIs, and performance metrics for customer support teams.
- Handle escalations and ensure effective resolution of complex customer issues.
Data & Insights
- Monitor customer feedback, reviews, and Net Promoter Score (NPS).
- Analyze customer behavior and pain points to identify improvement opportunities.
- Generate reports and insights to guide decision-making and strategy.
Process Improvement
- Identify gaps in the customer journey and implement improvements.
- Collaborate with Product, Operations, Logistics, and Marketing teams to enhance overall service delivery.
- Continuously optimize processes to reduce complaints and improve efficiency.
Team Leadership
- Lead, mentor, and develop the customer experience and support teams.
- Foster a customer-first culture across the organization.
Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 5–8 years of experience in customer experience, customer service, or operations management.
- Strong background in e‑commerce, online platforms, or digital marketplaces is required.
- Experience managing customer support teams and handling escalations.
- Strong analytical skills and familiarity with CX metrics (CSAT, NPS, etc.).
- Excellent communication, leadership, and problem-solving skills.
- Must be willing to work on-site in Quezon City.
