Strategy Execution And Customer Experience Manager ST Telemedia Global Data Centre Philippines

Globe Telecom; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

Globe Telecom invites a strategic leader to drive strategy execution and enterprise process management across the organization. You will oversee governance, map and optimize core processes, and track KPIs to inform executive decisions.

In this role you will shape CX strategies, drive Voice of the Customer programs, and collaborate with Sales, Marketing, Product, and Operations to ensure consistent customer experiences and measurable improvements in loyalty and retention.

Qualifications

• Bachelor's degree in Business, Finance, Engineering, or related field.
• MBA or advanced degree highly preferred.
• 3 years of progressive leadership experience in Strategy Execution or related fields.
• Experience in Enterprise Process Management or large-scale process redesign.
• Proven CX strategy development and measurable improvements.

Responsibilities

• Execute over enterprise strategy governance, monitor progress and drive corrective action.
• Champion a culture of process excellence and oversee core process design and optimization.
• Track KPIs and provide data-driven updates to executives.
• Drive end-to-end customer journeys, VoC programs, and cross-functional alignment.
• Collaborate with Sales, Marketing, Product, and Operations to ensure quality interactions.

Skills

Strategy execution

EPM

CX strategy

Data analytics

Leadership

Education

Bachelor's degree in Business/Engineering

MBA (highly preferred)

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.

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.