Quality & Customer Experience Leader

R2 Group of Exclusive Brands; Makati; In loco; PHP 90.000 - 150.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Quality management

Customer experience

Leadership

Strategic planning

Data analysis

Communication

Problem-solving

Budget management

Descrizione del lavoro

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.