CRM Manager (with experience in BPO - Telco)

Job Summary: We are seeking a dynamic and results-driven Customer Relationship Management Sr. Manager to oversee and manage key customer touchpoints, including escalation and fulfillment, technical field support, and branch/customer experience center operations. The ideal candidate will be responsible for driving the execution of best-in-class customer care strategies, ensuring the delivery of high-quality service, and achieving customer satisfaction goals across residential, commercial, and HRH subscribers.

This role will focus on managing customer care vendors, optimizing churn management strategies, and ensuring continuous improvement in all aspects of customer care, contributing to the company's overall business strategy.

Key Responsibilities:

• Operational Management:
• Oversee the day-to-day operations of CRM in-house teams, ensuring high efficiency, productivity, and quality.
• Develop and implement contact management strategies across customer segments, aligning with the companys business goals, including:
• Quality and Customer Satisfaction
• Service Levels and Resolution Rate
• Churn Management and Upselling
  
• Monitor and manage VIP accounts for personalized service delivery.
• Track and analyze customer issue trends, leading initiatives to reduce defects and improve service processes.
  
• Vendor & Partner Management:
• Manage relationships with customer care vendors, ensuring consistent delivery of exceptional service aligned with the organizations objectives.
• Evaluate vendor performance, recommending contract renewals or terminations as necessary.
• Enforce vendor contracts and acquire new vendors to enhance service delivery and reach.
• Collaborate with external partners to support Marketing's retention programs and improve customer experiences.
  
• Strategic Leadership:
• Define and execute customer care strategies to meet Key Performance Indicators (KPIs) and elevate service excellence.
• Ensure the team delivers consistent results that align with the companys goals.
• Demonstrate leadership to guide and motivate the team, fostering development opportunities and leadership growth within the team.
• Serve as the voice of the customer in internal discussions, driving decisions based on customer insights and needs.
  
• Process Improvement & Innovation:
• Initiate and champion process improvements and automation to enhance the customer experience and outpace competitors.
• Integrate quality tools into business processes to drive better customer transaction management and measurable results.
• Provide feedback to internal teams on customer experience and service failures to facilitate continuous improvement.
  
• Financial Management:
• Drive cost-to-serve initiatives aimed at optimizing operational efficiency and reducing costs.
• Manage the manpower and OPEX forecast, ensuring proper resource allocation year-on-year.
• Oversee cost recovery initiatives, such as the box retrieval program, to maximize operational cost efficiency.
  
  
  

Position Qualifications:

• Knowledge & Skills:
• Strong understanding of systems and processes related to managing customer care touchpoints (e.g., IP Environment, Workforce Tools, Reporting Tools, and Workflow Management).
• Proven experience in managing multi-channel interactions (calls, web, chat) and utilizing relevant technologies to drive customer service excellence.
• Expertise in vendor and partner management, ensuring contractual obligations are met while driving results.
  
• Experience:
• Minimum of 10 years in a customer service management role, ideally within a technical or telecommunications industry.
• Experience managing large teams and coordinating efforts across diverse functions to achieve operational and customer service objectives.
  
• Education:
• Bachelors Degree or equivalent experience.