Strategy Execution & Customer Experience Lead

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

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,