Customer Experience & Digital Manager

Motolite; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Motolite, a leading energy solutions company in the Philippines, seeks a Senior CX/CRM Lead to drive customer experience programs, manage CRM platforms, and coordinate cross-functional teams. The role focuses on enhancing satisfaction, engagement, and brand perception across digital and offline channels.

You will analyze customer data, build dashboards, and partner with Marketing, IT, and Sales to implement digital strategies that improve retention and lifetime value.

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, IT, Digital Marketing, or related field.
• Minimum of 5 years in Customer Experience, CRM, Digital Marketing, or related areas.
• Experience in manufacturing, retail, or consumer goods is preferred.
• Strong knowledge of customer journey mapping, CRM platforms, and analytics.
• Excellent project management and stakeholder management skills.

Responsibilities

• Develop and implement customer experience programs to enhance satisfaction and engagement.
• Lead market research and customer insight initiatives to understand needs and trends.
• Manage CRM platforms and data governance for accurate customer information.
• Develop and execute lifecycle, retention, and targeted communication programs via CRM channels.
• Oversee digital platforms and drive engagement, lead generation, and brand advocacy.
• Collaborate with Marketing, Sales, Operations, and IT to optimize customer touchpoints.
• Monitor CRM performance metrics and provide actionable optimization recommendations.
• Plan and oversee customer engagement activities and brand-building programs.
• Budget and vendor management for CX, CRM, and digital initiatives.

Skills

Customer Experience

CRM Platforms

Digital Strategy

Data Analytics

Project Management

Stakeholder Management

Budget Management

Education

Bachelor's Degree in Marketing, Business Administration, Communications, Information Technology, Digital Marketing, or related field

Tools

CRM Software

Analytics Tools

Job description

Key Responsibilities:

Customer Experience (CX)

• Develop and implement customer experience programs and initiatives that enhance customer satisfaction, engagement, and overall brand perception.
• Lead market research and customer insight initiatives to understand customer needs, preferences, behaviors, and emerging market trends.
• Manage customer feedback, satisfaction programs and other customer listening initiatives, and recommend improvement actions.
• Plan and oversee customer engagement activities and other brand-building programs.
• Collaborate with Marketing, Sales, Operations, and Customer Service teams to enhance customer touchpoints and strengthen the overall customer experience.

Customer Relationship Management (CRM)

• Manage CRM platforms, customer databases, and data governance processes to maintain accurate and actionable customer information.
• Develop and execute customer lifecycle, retention, and targeted communication programs through CRM channels.
• Utilize customer data, segmentation, and analytics to drive personalized marketing, engagement, and relationship-building strategies.
• Monitor CRM performance metrics, campaign effectiveness, and customer engagement trends, and provide recommendations for continuous improvement.

Digital Strategy & Engagement

• Oversee digital platforms, websites, mobile applications, customer portals, social media channels, and digital communication platforms.
• Drive digital engagement initiatives that increase customer interaction, lead generation, and brand advocacy.
• Collaborate with Marketing and IT teams to implement digital solutions that improve customer convenience and experience.
• Identify opportunities for digital innovation, automation, and enhanced online customer engagement.

Customer Insights & Analytics

• Analyze customer behavior, market trends, campaign performance, digital engagement metrics, and customer feedback.
• Generate actionable insights and recommendations to improve customer acquisition, retention, and engagement.
• Develop dashboards and reports to track key customer, CRM, and digital performance indicators.

Cross-Functional Collaboration

• Partner with Marketing, Sales, Operations, Customer Service, IT, and external vendors to execute customer experience, CRM, and digital initiatives.
• Support the integration of customer-focused practices across the organization.
• Ensure alignment between customer experience objectives and business goals.

Budget & Vendor Management

• Manage budgets related to CX, CRM, digital engagement, customer programs, and events.
• Oversee relationships with CRM providers, digital agencies, research partners, event organizers, technology partners, and other vendors.
• Evaluate project outcomes and ensure optimal return on investment.

Qualifications:

• Bachelor's Degree in Marketing, Business Administration, Communications, Information Technology, Digital Marketing, or a related field.
• Minimum of 5 years of experience in Customer Experience, CRM, Digital Marketing, Customer Engagement, or Digital Transformation.
• Experience in automotive, mobility, retail, consumer goods, manufacturing, or service-oriented industries is preferred.
• Strong knowledge of customer journey mapping, CRM platforms, customer analytics, and digital engagement strategies.
• Experience managing customer loyalty, retention, and lifecycle programs.
• Proficiency in data analysis, reporting tools, and digital performance measurement.
• Excellent project management, stakeholder management, and communication skills.