CX Quality Leader: VoC & Process Improvement

Pilmico (an Aboitiz company); Makati; On-site; PHP 1,000,000 - 1,800,000; Full time

Job summary

Pilmico (an Aboitiz company) in Metro Manila seeks a Customer Experience Manager to bridge customer expectations with execution and shape the Voice of the Customer across online and offline touchpoints.

You will lead end-to-end CX programs, implement service-quality metrics, and drive data-informed improvements with Sales, Marketing, Production, and IT, nurturing a customer-centric culture across a multi-unit organization.

Qualifications

• Advanced knowledge of service quality frameworks and VoC analytics.
• Proficient in CRM/CXM platforms and documenting customer interactions.
• Experience integrating BPM and QMS into daily workflows.
• Strong ability to translate data into cross-functional insights.
• Minimum 5 years in a managerial leadership role.

Responsibilities

• Oversee VoC capture and measure service quality across channels.
• Drive cross-functional process improvements with Sales, Marketing, Production, and IT.
• Define, implement, and govern CRM/CXM architecture and related processes.

Skills

SERVQUAL

CRM/CXM

BPM & QMS

Data-driven storytelling

Leadership

Job description

Pilmico (an Aboitiz company) in Metro Manila seeks a Customer Experience Manager to bridge customer expectations with execution and shape the Voice of the Customer across online and offline touchpoints.

You will lead end-to-end CX programs, implement service-quality metrics, and drive data-informed improvements with Sales, Marketing, Production, and IT, nurturing a customer-centric culture across a multi-unit organization.