About Our Client
A leading FSI here in the PH offering innovative solutions for businesses and individuals to make informed decisions in a business.
Job Description
- Strategic Planning: Develop and execute comprehensive strategies to optimize customer engagement, satisfaction, and retention, aligning them with the institution's overarching goals and objectives.
- Cross-Functional Collaboration: Work closely with various departments including marketing, product development, operations, and technology to ensure seamless integration of customer-centric initiatives and solutions.
- Customer Insights and Analysis: Utilize data-driven insights and analytics to understand customer behavior, preferences, and pain points, driving continuous improvement in products, services, and processes.
- Customer Feedback and Resolution: Establish robust feedback mechanisms and processes to capture customer feedback, complaints, and suggestions, and ensure timely and effective resolution to enhance overall satisfaction and loyalty.
- Team Leadership and Development: Build and mentor a high-performing team of customer engagement professionals, fostering a culture of collaboration, innovation, and excellence.
- Compliance and Regulatory Adherence: Ensure all customer engagement activities and initiatives comply with relevant regulatory requirements and industry standards, mitigating risks and upholding the institution's reputation.
The Successful Applicant
- Bachelor's degree in business administration or a similar field.
- Proven track record in a senior customer engagement, project management, customer service, or similar role within the financial services, IT, or BPO industry.
- Strong understanding of customer experience principles, trends, and best practices, with a focus on driving measurable results and business impact.
- Proficiency in Microsoft Office and customer relationship management (CRM) software.
- Knowledge of reporting/dashboarding of customer experience metrics.
What's on Offer
- Competitive compensation package.
- Hybrid work setup.
- Opportunity to shape and deliver continuous customer engagement initiatives.
#J-18808-Ljbffr