Customer Experience Lead - Service Quality & Insights

MR DIY Philippines; Quezon City; On-site; PHP 446,400 - 669,600; Full time

Job summary

A prominent retail company in Quezon City seeks an Assistant Manager for Customer Experience. This role leads the development of customer experience standards and oversees service quality across all stores nationwide. Candidates should possess a bachelor's degree and 5–8 years of relevant experience in retail or customer service. Innovative thinkers with excellent communication skills are encouraged to apply. The position requires collaboration with numerous departments and may involve travel to various store locations.

Qualifications

• 5–8 years of experience in customer experience, retail service quality, hospitality, or related roles.
• Strong understanding of service delivery and customer satisfaction drivers.
• May be required to travel to stores for project implementation.

Responsibilities

• Lead the development and governance of customer experience standards.
• Oversee customer engagement quality and service delivery.
• Manage customer surveys and mystery shopping programs.
• Guide Retail Operations on handling customer complaints.
• Audit store cleanliness and ambiance for customer experience.

Skills

Customer experience management

Service quality improvement

Communication

Insights interpretation

Cross-functional coordination

Education

Bachelor’s degree in Marketing, Business Management, Psychology, Communications, Hospitality, or related field

Job description

A prominent retail company in Quezon City seeks an Assistant Manager for Customer Experience. This role leads the development of customer experience standards and oversees service quality across all stores nationwide. Candidates should possess a bachelor's degree and 5–8 years of relevant experience in retail or customer service. Innovative thinkers with excellent communication skills are encouraged to apply. The position requires collaboration with numerous departments and may involve travel to various store locations.