CX Experience & Service Quality Lead (Nationwide)

MR DIY Philippines; Philippines; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

MR DIY Philippines is seeking an Assistant Manager for Customer Experience to lead the development, governance, and delivery of customer experience standards across MR.DIY stores nationwide.

You will collaborate with Marketing, Retail Operations, and other units to design service scripts, run CX insights programs, strengthen service recovery, and oversee audits of store service, cleanliness, ambiance, and merchandising execution.

Qualifications

• Bachelor’s degree in Marketing, Business Management, Psychology, Communications, Hospitality, or related field.
• 5–8 years of experience in customer experience, retail service quality, hospitality, or related roles.
• Strong understanding of service delivery, customer satisfaction drivers, and store operations.
• Experience running mystery shopping, NPS programs, or customer sentiment analysis is an advantage.
• Excellent communication, insights interpretation, coaching, and cross-functional coordination skills.

Responsibilities

• Lead development of customer experience standards, scripts, and behavioral guidelines across MR DIY stores.
• Define customer journey touchpoints to strengthen pre-purchase, in-store, and post-purchase experiences.
• Oversee CX standards, service delivery, and brand consistency in stores.
• Manage CX insights programs (surveys, mystery shopping, NPS) and translate insights into action plans.
• Develop and govern service recovery protocols and coach store leaders on customer-centric culture.

Skills

Customer experience

Service quality

Training & coaching

Cross-functional coordination

Education

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

Job description

MR DIY Philippines is seeking an Assistant Manager for Customer Experience to lead the development, governance, and delivery of customer experience standards across MR.DIY stores nationwide.

You will collaborate with Marketing, Retail Operations, and other units to design service scripts, run CX insights programs, strengthen service recovery, and oversee audits of store service, cleanliness, ambiance, and merchandising execution.