Position title
Chief Customer Experience Officer (AVP Level)
Description
Welink MCS is currently hiring for a Chief Customer Experience Officer on behalf of a Conglomerate Investment Holdings Company. He/She is responsible for driving a holistic strategy and programs to support both business growth and customer experience. Lead the customer experience across the organization while creating a persistent customer-first mindset. Oversee the customer lifecycle of the businesses in the Group, coordinate closely with the Customer Experience (CX) Council to ensure positive CX and effectively demonstrate the value proposition through the establishment and measurement of metrics for defining the relationship with customers and value to the business.
Responsibilities
- Define, refine and articulate the value proposition(s) of the group’s products and services as they impact customers and their experiences which include the mapping and validation of the different journeys and touchpoints of customers.
- Influence and align business areas' data science, data analytics, marketing, sales, product and service teams and management consistent with the CX value propositions and on how to deliver these effectively directly to customers.
- Design and deliver positive CX by increasing customer and employee understanding, prioritizing a customer's viewpoint in decision-making processes and keeping track of key performance indicators.
- Lead the Customer Experience Council to ensure alignment and integrity of customer journeys, customer interactions, customer segmentation, customer attitudes and behaviors and evolving preferences to ensure a smooth flow of actionable information and insights between the Group and business units.
- Establish metrics for defining the relationship with customers.
- Influence enterprise-wide agreement on partnership with leaders, drive accountability through enterprise-wide data and metrics.
- Collaborate with other teams to enhance customer services and brand awareness.
- Create a persistent focus on the customer in the actions the company takes.
- Drive the organization to work together for optimum customer experience delivery.
- Perform leadership and administrative functions
- Foster company values through leading by example and with enthusiasm
- Control budget and expenses of the unit
- Select and approve contractors to support the goals of the unit
- Oversee talent management of the team, including talent acquisition, training, performance evaluation, career pathing and succession planning
- Guide subordinates’ work performance and skill development through work orientation and appropriate learning interventions
Qualifications
- Bachelor’s Degree in business administration, communications, marketing, public relations, and/or allied courses. Minimum of 15 years of experience in the areas of marketing, brand promotion, CX strategy formulation, and UX design development, and roll-out.
- Proven experience leading the development and execution of customer experience strategy that aligns with enterprise and division business objectives and the ongoing coordination of a cohesive, results-oriented team.
- Capable of creating and articulating a compelling vision that energizes, engages and motivates high-performing teams in a fast-paced environment
- Strategic mindset and growth orientation, with the ability to consider a range of factors and provide a fresh perspective when solving problems and making decisions
- Ability to plan, organize, staff, train and manage all customer experience office functions to achieve the Company’s objectives.
- Success working within a matrixed organizational structure and in building effective relationships with peers, direct reports and management
- Develops people to meet both their career goals and the organization’s goals; Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals.
- Strong performance orientation and drive for results
- Strong analytical skills, with the ability to grasp complexities and perceive relationships among business and financial issues
- Sound Data Analytics skills
- Excellent communication skills
- Strategic thinking
- Sound Critical thinking skills.
- Team-oriented working skills.
Hiring organization
Job Location
Makati City, Metro Manila, Philippines
Date posted
August 6, 2022
Valid through
February 28, 2021
