Customer Experience Quality Manager

SmartRecruiters, Inc.; Cebu City; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

Aboitiz Foods is seeking a Customer Experience (CX) Manager to bridge customer expectations with operational delivery across the organization's units. You will architect and oversee the Voice of the Customer framework, measure service quality, and drive cross-functional improvements using data-driven insights.

You will lead initiatives in CRM/CXM architecture, BPM and QMS integration, and coach teams toward a customer-centric culture while partnering with Sales, Marketing, Production, and IT.

Qualifications

• Proficient in establishing, measuring, and applying service-quality metrics for stakeholders.
• Experience in leveraging CRM/CXM platforms to track omnichannel interactions and optimize documentation.
• Proven ability to discover, model, analyze, and automate business processes with QMS integration.
• Analytical mindset to turn customer data into actionable insights and influence cross-functional teams.
• Experience leading teams and managing performance, with a track record in a managerial role.

Responsibilities

• Oversee the end-to-end Voice of the Customer framework and service-quality metrics across units.
• Drive cross-functional process improvements using data-driven insights.
• Lead and mentor teams to embed a customer-centric culture and improve delivery.

Skills

VoC frameworks

CRM/CXM architecture

BPM & QMS

Data-driven storytelling

Leadership (5+ yrs)

Job description

• Compensation: PHP 70,000 - PHP 100,000 - monthly

Company Description

Aboitiz Foods is an integrated regional food and agribusiness company dedicated to creating a high-performance culture anchored on our time-honored values of Integrity, Teamwork, Innovation, and Responsibility. Through the collective strengths of our subsidiaries, Pilmico and Gold Coin, we believe in sustainably feeding Asia’s growth from mill to meal.

We are constantly improving and optimizing our processes by integrating the value chain around Asia. We leverage our sector expertise and capabilities to deliver quality every time. With our world-class technology and culture of constant innovation, we devote ourselves to serving you better.

At Aboitiz Foods, we embrace change and inspire innovation, leading the way in food and agribusiness solutions. Join us as we shape the future of food in Asia and build a culture where, together, we nourish the future.

Job Description

As our Customer Experience (CX) Manager, you will be the strategic architect responsible for bridging the gap between customer expectations and organizational execution. You will oversee the end-to-end framework for capturing the Voice of the Customer (VoC), measuring service quality, and leveraging data to drive cross-functional process improvements across all business units.

Qualifications

To be successful in this role, you must possess deep structural discipline in the following areas:

Service Quality Frameworks (e.g., SERVQUAL): Advanced capability in establishing, measuring, and implementing metrics that impact service quality for both internal and external stakeholders. You should be highly skilled at analyzing the gaps between customer expectations and actual service delivery across online and offline touchpoints.

CRM & CX Technology Architecture: Deep discipline in leveraging CRM technologies and CXM platforms to optimize efficiency, track customer trends, and ensure meticulous documentation of customer queries, complaints, and compliments. You will actively evaluate and suggest new systems and tools to improve our operational delivery.

Business Process Management (BPM) & QMS: Proven discipline in discovering, modeling, analyzing, and automating business processes. You will be expected to integrate Quality Management System (QMS) requirements into daily workflows and apply risk-based thinking to drive continuous improvement.

Data-Driven Mindset & Storytelling: An advanced analytical ability to turn raw customer data into actionable insights. More importantly, you must have the communication discipline to align cross-functional leaders (Sales, Marketing, Production, IT) and influence a customer-centric cultural shift.

Leadership: At least 5 years of experience in a Managerial Leadership role. They must have a proven track record of managing team performance (such as leading assistant managers or data supervisors).

Additional Information

Answer these initial questions:

Describe a time when you used a service quality framework (such as SERVQUAL or VoC) to identify a core customer pain point, and explain how you mapped or automated a business process to fix it permanently.

“Which CRM or Customer Experience Management (CXM) platforms have you successfully evaluated, implemented, or optimized to track omnichannel customer touchpoints?

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