CX Quality Lead: Bridge Customer Needs & Ops

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

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.