CRM Chatbot Channel Lead — Elevate Customer Experience

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 2,500,000 - 4,500,000; Full time

Job summary

Bank of the Philippine Islands (BPI) seeks a senior CRM Chatbot Channel Team Head to lead the chatbot channel strategy and team. You will guide design, training, and optimization of conversational flows to improve customer engagement and experience.

You will analyze channel performance, drive improvements, and collaborate with Marketing, Contact Center, Segment, Product, and IT to align chatbot capabilities with business objectives.

Qualifications

• Bachelor’s degree in marketing, business, mathematics, information technology or similar fields.
• Experience in channel management, digital engagement, customer service or project management.
• Knowledgeable in managing and optimizing chatbot or digital communication channels.
• Familiarity with chatbot platforms, NLP or AI technologies is an advantage.
• Creative thinker, analytical, and can use data in making recommendations and decisions.
• Strong leadership skills with the ability to guide and motivate a team toward objectives.
• Excellent interpersonal and collaboration skills.
• Solid verbal and written communication skills.
• Ability to work independently and thrive in a dynamic team environment.

Responsibilities

• Oversee day-to-day operations of the chatbot channel management team and provide guidance for effective execution.
• Analyze customer interactions and channel data to identify insights and improvement opportunities.
• Develop and maintain processes to evaluate chatbot performance and training needs.
• Ensure chatbot interactions are up-to-date, relevant, and engaging.
• Review and enhance the chatbot’s training for accuracy and improved responses.
• Optimize conversations to enable self-service journeys with excellent CX.
• Collaborate with Marketing, Contact Center, Segment, Product, and IT to align chatbot capabilities with business goals.
• Develop strategies to improve chatbot effectiveness in line with company objectives.
• Provide regular updates to stakeholders on performance and future plans.
• Manage projects assigned to the role.

Skills

Channel management

Digital engagement

Customer service

Project management

Leadership

Data analysis

Communication

Education

Bachelor’s degree

Tools

NLP platforms

Chatbot platforms

AI technologies

Analytics tools

Job description

Bank of the Philippine Islands (BPI) seeks a senior CRM Chatbot Channel Team Head to lead the chatbot channel strategy and team. You will guide design, training, and optimization of conversational flows to improve customer engagement and experience.

You will analyze channel performance, drive improvements, and collaborate with Marketing, Contact Center, Segment, Product, and IT to align chatbot capabilities with business objectives.