Head of Customer Experience/Engagement

Makati Permanent PHP100,000 - PHP130,000 per month (PHP1,200,000 - PHP1,560,000 per year) Work from Home or Hybrid
  • Opportunity to be part of a leading Business Solution here in the PH
  • Lead & design initiatives to improve productivity and customer service

About Our Client

A leading FSI here in the PH offering innovative solutions for businesses and individuals to make informed decisions in a business.

Job Description



  1. Strategic Planning: Develop and execute comprehensive strategies to optimize customer engagement, satisfaction, and retention, aligning them with the institution's overarching goals and objectives.


  2. Cross-Functional Collaboration: Work closely with various departments including marketing, product development, operations, and technology to ensure seamless integration of customer-centric initiatives and solutions.


  3. Customer Insights and Analysis: Utilize data-driven insights and analytics to understand customer behavior, preferences, and pain points, driving continuous improvement in products, services, and processes.


  4. Customer Feedback and Resolution: Establish robust feedback mechanisms and processes to capture customer feedback, complaints, and suggestions, and ensure timely and effective resolution to enhance overall satisfaction and loyalty.


  5. Team Leadership and Development: Build and mentor a high-performing team of customer engagement professionals, fostering a culture of collaboration, innovation, and excellence.


  6. Compliance and Regulatory Adherence: Ensure all customer engagement activities and initiatives comply with relevant regulatory requirements and industry standards, mitigating risks and upholding the institution's reputation.

The Successful Applicant

  • Bachelor's degree in business administration or a similar field.
  • Proven track record a senior customer engagement, project management, customer service or similar role within the financial services, IT, or BPO industry
  • Strong understanding of customer experience principles, trends, and best practices, with a focus on driving measurable results and business impact
  • Proficiency in Microsoft Office and customer relationship management (CRM) software.
  • Knowledge of reporting/dash boarding of customer experience metrics

What's on Offer

  • Competitive compensation package
  • Hybrid work-set up
  • Opportunity to shape & deliver continuous customer engagement initiatives
Contact
Monica Basco
Quote job ref
JN-032024-6351977
Phone number
+63 91 7700 6315

Job summary

Function
Sales
Sub Sector
Business Development
What is your area of specialisation?
Business Services
Location
Makati
Job Type
Permanent
Consultant name
Monica Basco
Consultant contact
+63 91 7700 6315
Job Reference
JN-032024-6351977
Work from Home
Work from Home or Hybrid

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.