CX Quality Manager: Data-Driven Service Excellence

Aboitiz Equity Ventures, Inc.; Philippines; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

Aboitiz Foods in the Philippines is seeking a Customer Experience Manager to bridge customer expectations and organizational execution. You will lead the Voice of the Customer program, measure service quality, and drive cross-functional improvements across all business units.

You will optimize CRM/CXM tooling, embed QMS practices, and coach leaders across Sales, Marketing, Production, and IT to nurture a customer-centric culture.

Qualifications

• Advanced capability in establishing, measuring, and implementing metrics that impact service quality for stakeholders.
• Analyzing gaps between customer expectations and delivery across online and offline touchpoints.
• Leveraging CRM technologies and CXM platforms to optimize efficiency and document customer interactions.
• Proven discipline in discovering, modeling, analyzing, and automating business processes with QMS integration.
• 5+ years in a managerial leadership role with a track record of leading teams.

Responsibilities

• Oversee the end-to-end framework for capturing the Voice of the Customer (VoC) and measuring service quality.
• Drive cross-functional process improvements across all business units based on data insights.
• Collaborate with Sales, Marketing, Production and IT to align customer-centric initiatives.

Skills

Service quality frameworks

CRM & CX architecture

BPM & QMS

Data-driven storytelling

Leadership (5+ years)

Job description

Aboitiz Foods in the Philippines is seeking a Customer Experience Manager to bridge customer expectations and organizational execution. You will lead the Voice of the Customer program, measure service quality, and drive cross-functional improvements across all business units.

You will optimize CRM/CXM tooling, embed QMS practices, and coach leaders across Sales, Marketing, Production, and IT to nurture a customer-centric culture.