Customer Experience Manager
Cargo Padala Express Forwarding Services Corp
- Head Office, Pasay City
Job Description
- Ensure proper execution of brand presentation and compliance with the branding policy.
- Develop and implement customer care standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
- Spearhead the training of all members of the organization on customer-centric approaches and best practices to foster a customer-obsessed culture throughout the organization.
- Conduct monthly contact center quality assurance (QA) to ensure compliance with customer care standards and guidelines.
- Collaborate with Customer Care Manager to ensure that all customer communications are responded to correctly and on time, i.e., according to the set service level agreement (SLA).
- Work hand-in-hand with Customer Care Manager to ensure that all customer complaints and feedback are resolved according to set service level agreement (SLA).
- Oversee and guide the Creative Designers in the creation of all branding and marketing collaterals, as well as the development of UI/UX designs for all digital touchpoints, in collaboration with the Demand Generation Department and the Business Intelligence Department.
- Spearhead the conduct of quarterly customer satisfaction surveys (CSAT) and semi-annual net promoter score surveys (NPS).
- Analyze the results of the conducted surveys and recommend programs and improvements.
- Recommend customer engagement and loyalty programs based on current market trends and based on customer demand as derived from the surveys conducted.
- Coordinate all public relations activities.
- Plan and ensure proper execution of external or customer-related events of the company.
- Ensure on-time execution of planned Corporate Social Responsibility events of the company.
- Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to the DMT Deputy Division Head, Division Head, and other stakeholders.
- Conduct monthly quality assurance of all internal and external digital touchpoints to ensure customer experience across all platforms.
- Implement both company and division’s policies.
- Monitor, and evaluate Customer Experience (CX) Associate.
- Ensure on-time completion of all training programs of its team members.
- Perform other tasks that may be assigned to him by his superior.
