Customer Experience & Strategy Manager
Globe Telecom
Date: 3 weeks ago
City: Taguig
Contract type: Full time
At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description
Responsible for ensuring the successful formulation and implementation of L2A’s CX strategies through highly synergistic activities, monitoring and reporting. Spearhead the translation of data insights into actionable improvements, ultimately driving customer satisfaction and business growth
Duties And Responsibilities
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
Job Description
Responsible for ensuring the successful formulation and implementation of L2A’s CX strategies through highly synergistic activities, monitoring and reporting. Spearhead the translation of data insights into actionable improvements, ultimately driving customer satisfaction and business growth
Duties And Responsibilities
- Design the end to end L2A journey and mapping
- Identify and roadmap CX transformation capabilities and represent L2A in Globe and B2B wide CX initiatives
- Conduct customer journey mapping to identify areas for improvement and opportunities for exceeding expectations
- Advocate for changes that enhance customer experience, such as streamlining workflows or reducing turnaround times
- Monitor key performance indicators (KPIs) related to customer experience within the L2A process
- Identify recurring customer pain points and translate customer feedback into actionable insights to improve the overall L2A experience
- Analyze customer data to identify trends and patterns not just within the L2A process but even in the bigger market and competition
- Use data insights to inform future CX strategies and initiatives
- At least 5 years of experience in B2B Customer Management or any customer-facing role is required
- Proficiency with the following platforms is preferred but not required (Salesforce, JIRA, Google Sheets / Excel, Looker Studio / other Data Viz tools
- Experience in fast paced / high volume industry is preferred
- Team lead / Managerial experience is required
- Bachelor’s Degree in Marketing, Communications,
- Business Management or any relevant field
Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants.
Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
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