Quality and Customer Experience Manager

R2 Group of Exclusive Brands; Makati; On-site; PHP 90,000 - 150,000; Full time

Job summary

R2 Group of Exclusive Brands is seeking a seasoned Quality and Customer Experience Manager to lead our quality programs and elevate customer interactions across all touchpoints. You will define strategies, align cross-functional teams, and drive data-informed improvements to loyalty and satisfaction.

You will oversee KPI performance, foster a customer-centric culture, and manage budgets for CX initiatives, ensuring scalable quality standards across the organization.

Qualifications

• 7+ years in quality management, CX, or related field.
• Proven track record of improving customer satisfaction and loyalty.
• Strong leadership and strategic planning skills.
• Excellent communication, collaboration, and problem-solving abilities.
• Ability to analyze complex data and make informed decisions.
• Experience with quality management frameworks and certifications.

Responsibilities

• Develop and implement comprehensive quality and customer experience strategies aligned with business objectives.
• Lead cross-functional teams to design, implement, and monitor processes that enhance customer satisfaction and loyalty.
• Analyze customer feedback, market trends, and industry benchmarks to identify areas for improvement.
• Collaborate with departments to develop and implement quality standards, policies, and procedures.
• Drive continuous improvement initiatives to achieve quality and CX excellence.
• Establish and manage KPIs to measure quality and CX performance.
• Foster a customer-centric culture across the organization.
• Develop and manage budgets related to quality and CX initiatives.

Skills

Quality management

Customer experience

Leadership

Strategic planning

Data analysis

Communication

Problem-solving

Budget management

Job description

We are seeking an experienced and visionary Quality and Customer Experience Manager to join our leadership team. The successful candidate will oversee and improve all aspects of customer interactions, ensuring consistent high-quality services across all touch points.

If you have a passion for delivering exceptional customer experiences and driving business growth through quality excellence, you are the leader we are looking for.

Key Responsibilities:

• Develop and implement comprehensive quality and customer experience strategies aligned with business objectives


• Lead cross-functional teams to design, implement, and monitor processes that enhance customer satisfaction and loyalty


• Analyze customer feedback, market trends, and industry benchmarks to identify areas for improvement


• Collaborate with departments to develop and implement quality standards, policies, and procedures


• Drive continuous improvement initiatives to achieve quality and customer experience excellence


• Establish and manage key performance indicators (KPIs) to measure quality and customer experience performance


• Foster a customer-centric culture across the organization


• Develop and manage budgets related to quality and customer experience initiatives

Qualifications

• Minimum 7 years of experience in quality management, customer experience, or a related field


• Proven track record of improving customer satisfaction and loyalty


• Strong leadership and strategic planning skills


• Excellent communication, collaboration, and problem-solving skills


• Ability to analyze complex data and make informed decisions


• Experience with quality management frameworks and preferably with certification