Strategy Execution and Customer Experience Manager (ST Telemedia Global Data Centre Philippines)

Globe Telecom, Inc.; Makati; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Globe Telecom, Inc. in the Philippines seeks a Strategy Execution & Customer Experience Manager to drive enterprise process management, KPI tracking, and data-driven governance across the organization.

The role focuses on delivering measurable CX improvements while aligning Sales, Marketing, Product and Operations with the company’s strategic goals. You will oversee VoC programs, map customer journeys, and ensure initiatives are on time and within budget, enabling world-class customer

Qualifications

• Bachelor's degree in Business, Finance, Engineering, or related field; MBA preferred.
• 3 years of progressive leadership in Strategy Execution, Strategic Planning, or related field.
• Experience in designing and leading Enterprise Process Management (EPM) or large-scale BPM initiatives.
• Proven CX strategy experience that improves loyalty and retention.
• Strong analytical skills to translate data into actionable direction.

Responsibilities

• Support governance for strategy execution, monitor progress, and drive corrective action.
• Oversee mapping, design, optimization, and standardization of core processes.
• Track KPIs and provide data-driven updates to the executive team.
• Drive CX journey mapping and design to identify pain points and implement improvements.
• Collaborate with Sales, Marketing, Product and Operations to ensure top-notch customer interactions.

Skills

Strategic Leadership

Data Analysis

Cross-functional Collaboration

KPI Tracking

Process Improvement

CX Strategy

Education

Bachelor's degree

MBA or advanced degree

Tools

Lean Six Sigma

Job description

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description The Strategy Execution & Customer Experience Manager will be crucial in ensuring that all the planned projects that are in line with the company goals are executed on-time, managed to complete on-time and communicated properly across internal and external stakeholders. The individual is also expected to proactively challenge the initiatives if indeed these are contributing to the overall company vision. The individual will also support the Head of Strategy Execution and customer experience in creating, reviewing and refining existing processes to ensure the company functions at a world class level while providing the best customer experience.

DUTIES AND RESPONSIBILITIES:

• Strategy Execution & Enterprise Process Management(EPM) Execution Oversight: Support the enterprise-wide governance framework for strategy execution, monitoring progress, identifying roadblocks, and driving corrective action.
• Enterprise Process Management (EPM): Champion a culture of process excellence. Oversee the mapping, design, optimization, and standardization of core business processes.
• Performance Management: Track KPIs and metrics related to strategic execution and operational efficiency, providing data-driven updates to the executive team.
• Customer Experience (CX) Journey Mapping & Design: Drive efforts to map, analyze, and redesign end-to-end customer journeys to identify pain points and implement innovative solutions.
• Voice of the Customer (VoC): Implement and manage VoC programs, utilizing data to generate actionable insights that drive CX improvements.
• Cross-Functional Alignment: Collaborate with all teams (Sales, Marketing, Product, Operations) to ensure consistent, high-quality customer interactions across all touchpoints.
• KPIs Strategic Portfolio Health (variance analysis on budget and timeline); Resource Utilization on Strategic Projects. Process Efficiency Gains (e.g., Cycle Time Reduction for critical processes); Operational Cost Reduction from Process Improvement; Process Compliance Rate. Achievement of Corporate OKRs; Value Realization from Strategic Investments (ROI). Customer Churn Rate Reduction; First Contact Resolution (FCR) Rate; Digital Adoption Rate (for self-service channels). Time-to-Action on CX Insights; Reduction in Customer Complaints. Customer Lifetime Value (CLV); Cross-Sell/Up-Sell Success Rate driven by CX insights.

REQUIREMENTS:

• Bachelor's degree in Business, Finance, Engineering, or a related field; MBA or advanced degree highly preferred.
• 3 years of progressive leadership experience in Strategy Execution, Strategic Planning, Business Development, or a related field.
• Proven experience in designing and leading Enterprise Process Management (EPM) or large-scale Business Process Reengineering initiatives (e.g., Lean Six Sigma certification preferred).
• Demonstrated success in developing and implementing comprehensive Customer Experience (CX) strategies that drive measurable improvements in customer loyalty and retention.
• Exceptional analytical skills with the ability to translate complex data into clear, actionable strategic direction.
• Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.