Head of Digital Innovation & Customer Experience

Michael Page; Philippines; On-site; PHP 2,000,000 - 3,500,000; Full time

Benefits offered by this job

Hybrid work setup

Competitive salary

Career progression

Job summary

Michael Page is recruiting for a senior digital transformation leader for a leading retail services organisation in the Philippines. The role focuses on defining and delivering a customer-centric digital agenda across channels, with strong emphasis on CRM, loyalty, and disruptive tech adoption.

The successful candidate will drive end-to-end journeys, oversee KPIs, and collaborate with cross-functional teams to realise transformation priorities and measurable outcomes.

Qualifications

• Proven experience leading digital transformation in consumer-focused organisations.
• Strong understanding of customer journey design and omnichannel engagement.
• Experience implementing CRM, loyalty and personalisation programmes.

Responsibilities

• Define and execute the digital innovation and customer experience strategy.
• Lead the redesign and optimisation of end-to-end customer journeys.
• Drive omnichannel initiatives to improve customer engagement and satisfaction.
• Identify and implement emerging technologies that enhance customer and business outcomes.
• Champion CRM, loyalty, and personalisation programmes to strengthen customer relationships.
• Utilise customer insights, analytics, and feedback to inform strategic decisions.
• Lead process digitisation and automation initiatives across key business functions.
• Partner with cross-functional teams to deliver transformation projects and change initiatives.
• Establish and monitor KPIs to measure customer experience, digital adoption, and business performance.
• Manage external partners and vendors to ensure successful delivery of transformation priorities.

Skills

Digital transformation

Customer journey

CRM & Loyalty

Omnichannel leadership

Job description

• International retail company
• Career progression, competitive salary package and hybrid work set up

About Our Client

Our client is a leading retail services organisation with a strong market presence and a loyal customer base across multiple channels. As part of its next phase of growth, the organisation is driving a customer‑centric transformation agenda focused on innovation, digital enablement, and operational excellence.

Job Description

• Define and execute the digital innovation and customer experience strategy.
• Lead the redesign and optimisation of end-to-end customer journeys.
• Drive omnichannel initiatives to improve customer engagement and satisfaction.
• Identify and implement emerging technologies that enhance customer and business outcomes.
• Champion CRM, loyalty, and personalisation programmes to strengthen customer relationships.
• Utilise customer insights, analytics, and feedback to inform strategic decisions.
• Lead process digitisation and automation initiatives across key business functions.
• Partner with cross-functional teams to deliver transformation projects and change initiatives.
• Establish and monitor KPIs to measure customer experience, digital adoption, and business performance.
• Manage external partners and vendors to ensure successful delivery of transformation priorities.

The Successful Applicant

• Demonstrated experience leading digital transformation, innovation, or customer experience initiatives within a consumer-facing organisation.
• Strong understanding of customer journey design, CRM, loyalty, and omnichannel engagement strategies.
• Proven track record of delivering large-scale transformation programmes with measurable results.
• Strong stakeholder management skills with the ability to influence senior leaders and cross-functional teams.
• Commercially minded with strong analytical, strategic thinking, and change leadership capabilities.

What's on Offer

• Opportunity to shape the future customer experience and digital strategy of a leading retail services organisation.
• High-impact leadership role with significant visibility and influence across the business.
• Competitive salary & benefits package.