CRM CHATBOT CHANNELS HEAD

Bank of the Philippine Islands (BPI); Cavite City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Bank of the Philippine Islands (BPI) invites an experienced CRM Chatbot Channel Team Head to lead strategy, development, and optimization of the bank's chatbot channel to boost service efficiency, engagement, and customer experience.

You will oversee daily operations, collaborate with Marketing, Contact Center, Segment, Product, and IT teams to align chatbot capabilities with business goals, and drive training and performance improvements through data-driven insights.

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 channels.
• Familiarity with chatbot platforms, NLP or AI technologies is an advantage.

Responsibilities

• Oversee day-to-day operations of the chatbot channel management team and provide guidance.
• Analyze customer interactions and channel performance data to identify insights.
• Develop processes to evaluate chatbot performance and identify training needs.
• Ensure chatbot interactions are up-to-date, relevant, and engaging.
• Review and enhance the chatbot’s training for accuracy and quality.
• Optimize conversation flows to enable self-service while maintaining experience.
• Collaborate with Marketing, Contact Center, Segment, Product, and IT teams.
• Develop strategies to improve chatbot effectiveness aligned with objectives.
• Provide regular updates to stakeholders on performance and plans.
• Manage projects aligned with role responsibilities.

Skills

Channel management

Digital engagement

Leadership

Cross-functional teamwork

NLP/AI familiarity

Project management

Communication

Education

Bachelor's degree

Job description

The CRM Chatbot Channel Team Head Is Responsible For:

• Overseeing the development, optimization, and effectiveness of the chatbot channel to enhance service efficiency, customer engagement, and customer experience
• Leading a channel management team that ensures the chatbot delivers accurate, relevant, and timely responses that align with customer needs and organizational objectives
• Driving capability-building efforts to expand channel use cases and strengthen partnerships across the bank

Responsibilities

• Oversee the day-to-day operations of the bank’s chatbot channel management team, providing guidance and direction for effective execution of responsibilities
• Analyze customer interaction and channel performance data to identify insights, opportunities and areas for conversational flows and overall customer experience
• Develop and maintain processes to evaluate chatbot performance, track key metrics, and identify training needs for continuous improvement
• Ensure chatbot interactions are up-to-date, relevant, and maintain a good quality, natural, and engaging conversational flows
• Ensure the regular review and enhancement of the chatbot’s training, ensuring accuracy and improved response quality.
• Optimize existing conversation flows and identify new ones that enable customer self-service journeys while upholding excellent customer experience
• Collaborate with cross-functional teams within Marketing, Contact Center, Segment, and Product teams, and IT to understand organization needs and align chatbot capabilities with business objectives
• Develop and implement strategies to optimize the bank’s chatbot channel’s effectiveness in alignment with company objectives and customer experience standards
• Provide regular updates to stakeholders on chatbot performance, insights, and future development plans
• Manage projects that may be assigned in line with the role’s responsibilities

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, natural language processing (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 achieving set objectives
• Excellent interpersonal and collaboration skills to work cross-functionally
• Solid verbal and written communication skills
• Ability to work independently and thrive in a dynamic team environment
• Sharp attention to detail and ability to spot optimization opportunities
• Innovative mindset with the ability to think creatively and problem-solve
• Open to new learning and doing things differently