CRM Chatbot Channel Lead — Elevating Customer Experience

Bank of the Philippine Islands (BPI); Philippines; On-site; PHP 2,000,000 - 3,000,000; Full time

Job summary

Bank of the Philippine Islands (BPI) seeks a strategic CRM Chatbot Channel Team Head to oversee the chatbot channel, drive engagement, and improve service efficiency.

You will lead a cross-functional team, analyze customer interactions, optimize flows, and collaborate with Marketing, IT, and Product to align chatbot capabilities with business goals. Strong leadership and data-driven decision making are essential.

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.
• Strong leadership and collaboration skills to guide cross-functional teams.
• Analytical mindset with data-driven decision making.

Responsibilities

• Oversee day-to-day operations of the chatbot channel management team and guide execution.
• Analyze customer interactions and channel performance to identify insights and opportunities.
• Develop processes to evaluate chatbot performance, track metrics, and identify training needs.
• Ensure chatbot interactions are current, relevant, and engaging.
• Review and enhance chatbot training for accuracy and quality.
• Optimize conversation flows and identify new ones for self-service journeys while preserving customer experience.
• Collaborate with Marketing, Contact Center, Segment, Product, and IT to align chatbot capabilities with business goals.
• Develop and implement strategies to improve chatbot effectiveness in line with company objectives.
• Provide regular updates to stakeholders on chatbot performance and future plans.
• Manage projects aligned with role responsibilities.

Skills

Leadership

Cross-functional collaboration

Analytical thinking

Data-driven decision making

Communication skills

Independent worker

Education

Bachelor's degree in marketing, business, mathematics, information technology or similar fields

Tools

Chatbot platforms

NLP

AI technologies

Job description

Bank of the Philippine Islands (BPI) seeks a strategic CRM Chatbot Channel Team Head to oversee the chatbot channel, drive engagement, and improve service efficiency.

You will lead a cross-functional team, analyze customer interactions, optimize flows, and collaborate with Marketing, IT, and Product to align chatbot capabilities with business goals. Strong leadership and data-driven decision making are essential.