CRM CHATBOT CHANNELS HEAD

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

Job summary

Bank of the Philippine Islands (BPI) seeks a CRM Chatbot Channel Team Head to oversee development, optimization, and effectiveness of the bank's chatbot channel, aiming to boost service efficiency, engagement, and customer experience.

You will lead a channel management team, analyze interactions and metrics, ensure up-to-date training, and collaborate with Marketing, Contact Center, Segment, Product and IT to align chatbot capabilities with business goals.

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 with data-driven decision making
• Strong leadership and cross-functional collaboration skills
• Excellent verbal and written communication
• Ability to work independently and thrive in a dynamic team

Responsibilities

• Oversee 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

Skills

Leadership

Channel management

Data analytics

NLP AI

Cross-functional collaboration

Project management

Communication

Education

Bachelor's degree (marketing)

Business

Information technology

Tools

Chatbot platforms

NLP tools

AI technologies

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