Regional Head of Customer Experience

Intrepid Asia; Manila; On-site; PHP 550,000 - 900,000; Full time

Job summary

Intrepid Asia in Manila is seeking a CX lead to own the daily update process of each brand's FAQs, partner with the Business Intelligence team on the chat traffic dashboard, and serve as the SPOC for customer experience data.

You will lead outbound chat and calling initiatives, support regional CX projects locally, coordinate cross-country teams when needed, and deliver structured CX performance reports to stakeholders.

Qualifications

• Experience coordinating regional CX projects and reporting insights to stakeholders.
• Ability to manage cross-functional teams across multiple markets.
• Proven track record in improving chat performance and customer experience metrics.

Responsibilities

• Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.
• Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.
• Lead and strategise on outbound chat and/or outbound calling initiatives.
• Supporting Regional CX in executing and implementing Regional projects locally.
• Handle and/or monitor cross-country or multiple countries CX teams, if needed.
• Develop and deliver structured CX performance reports to internal/external stakeholders.
• Conduct regular analysis for team/brand/store chat performance to identify any process improvements.
• Any chat-related tasks which isn't mentioned above

Skills

CX data analysis

Stakeholder management

Outbound campaigns

Cross-country coordination

Chat performance reporting

Tools

BI dashboards

Excel

Job description

• Lead the daily update process of each brand's FAQs spreadsheet to ensure quality in every official answer of the customer experience agent to the customers.

• Work closely with the Business Intelligence team in managing the chat traffic dashboard and be a SPOC (Single Point of Contact) related to customer experience data.

• Lead and strategise on outbound chat and/or outbound calling initiatives.

• Supporting Regional CX in executing and implementing Regional projects locally.

• Handle and/or monitor cross-country or multiple countries CX teams, if needed.

• Develop and deliver structured CX performance reports to internal/external stakeholders.

• Conduct regular analysis for team/brand/store chat performance to identify any process improvements.

• Any chat-related tasks which isn't mentioned above

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