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

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

Job summary

Globe Telecom, Inc. is seeking a Strategy Execution & Customer Experience Manager in the Philippines. The role ensures planned projects align with company goals, are executed on-time, and communicated across stakeholders.

You will challenge initiatives that don’t advance the company vision and help refine processes to deliver world-class customer experience. Responsibilities include governance of strategy execution, EPM, KPI tracking, VoC programs, and cross-functional collaboration with Sales,

Qualifications

• Bachelor's degree in Business, Finance, Engineering, or a related field.
• 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 (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.

Responsibilities

• Strategy Execution & Enterprise Process Management Execution Oversight: support governance framework for strategy execution, monitor progress, identify roadblocks, and drive corrective action.
• Oversee mapping, design, optimization, and standardization of core business processes.
• Track KPIs and metrics related to strategic execution and operational efficiency, providing data-driven updates to the executive team.
• Drive Voice of the Customer (VoC) programs, analyzing data to generate insights that improve CX.
• Collaborate with Sales, Marketing, Product, Operations to ensure high-quality customer interactions across touchpoints.
• Monitor OKRs, ROI realization, and cost/benefit of strategic investments.
• Aim to reduce churn, improve first contact resolution, and drive digital self-service adoption.

Skills

Strategy Execution

Analytical skills

CX Strategy

Cross-Functional Alignment

Data-driven decisions

Education

Bachelor's degree in Business/Finance/Engineering

MBA or advanced degree

Job description

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.