CRM Manager

Quezon City, Metro Manila
Permanent
Full-time

1 month ago

The CRM Manager is responsible for managing the team that handles customer and lead inquiries across multiple platforms (e.g., social media, websites, messaging apps), ensuring these are resolved within agreed SLAs and turnaround times (TATs). The role is operationally focused, accountable for workflow efficiency, inquiry quality, and fulfillment of client commitments. In addition, the CX Inquiry Lead plays a key role in generating sentiment analysis and social listening reports to inform brand and campaign direction. This role works closely with the Operations Team to ensure proper staffing coverage, and with the QA Manager to uphold quality standards and implement continuous improvements.Inquiry Handling & Team Oversight
Manage day-to-day operations of the inquiry management team handling multiple brands and channels.
Ensure all inquiries are addressed within committed SLAs and TATs, with consistent attention to accuracy, tone, and client alignment.
Maintain and optimize workflows for inquiry resolution, escalations, and routing.
Coach, monitor, and support the team to maintain high standards in response quality and efficiency.Capacity Planning & Staffing
Work alongside the Operations Team to forecast inquiry volumes and determine required staffing levels.
Support shift planning, coverage management, and flag potential resourcing gaps proactively.
Identify peak periods or high-volume campaigns in advance and coordinate adjustments with relevant departments.Quality Assurance & Continuous Improvement
Coordinate with the QA Manager to implement QA standards, audit protocols, and performance calibration.
Review inquiry samples, assess compliance with tone and accuracy guidelines, and address common gaps through coaching or documentation updates.
Support regular refresher training and process documentation updates based on QA findings.Knowledge-Base & Resource Governance
Maintain an internal knowledge base or FAQ repository used by the inquiry team.
Ensure reference materials are regularly updated in coordination with client servicing teams and reflect accurate campaign details, offers, and product info.
Work with stakeholders to streamline messaging, reduce response time, and improve first-contact resolution.Performance Monitoring
Track and report on KPIs such as response times, resolution rates, inquiry volumes, and SLA adherence.
Identify trends, performance gaps, and process bottlenecks, proposing actionable improvements.
Prepare regular performance reports for internal and client-facing reviews.
Social Listening & Sentiment AnalysisSentiment Analysis & Social Listening
Oversee creation of monthly sentiment analysis and social listening reports to capture consumer tone, emerging concerns, and brand perception.
Use available tools (e.g., Determ, Sprout, Brandwatch) to monitor brand mentions, trending topics, and inquiry themes.
Collaborate with internal teams to ensure insights are integrated into campaign and CX strategies.Client & Stakeholder Alignment
Serve as point of contact, alongside Head of CRM, for client-side concerns related to inquiry handling and insights.
Represent inquiry data and sentiment findings in performance reviews, strategy discussions, and campaign retrospectives.
Align with cross-functional teams (e.g., PR, Media, Accounts) to close the loop on feedback and inquiry-led improvements.Platform & Tools Management
Operate and maintain CRM tools (Zendesk, HubSpot, etc.), ensuring proper integration and functionality
Ensure consistent tagging structures and data hygiene across platforms used for CRM and inquiry management
Support tool-related initiatives including upgrades, testing, and cross-platform syncingOther related duties as required or assignedEssential

Bachelor’s degree in Marketing, Business, or a related field
3–5 years of experience in CRM or customer experience-related roles
Experience leading junior staff or working with cross-functional teams
Hands-on experience in campaign management and automation tools
Strong understanding of inquiry handling and ticket management workflows
Proficient in using CRM platforms such as Zendesk, Sprout, and HubSpot
Data-driven, with strong skills in reporting and presentation insights
Familiarity with social listening and sentiment analysis tools
Knowledgeable in Zendesk, Excel, data analysis and other CRM tools

Nice-To-Have

Background in B2C and/or subscription-driven businesses

Associate / Supervisor Sales and Marketing Marketing / Advertising / Sales 1 opening Bachelor's degree graduateGet Hooked 360 is a Philippines-based digital marketing agency committed to drive businesses forward by making smart and creative campaign ideas come to life.Our mission is to empower brands to succeed through practical, flexible, and efficient use of digital that transforms brand awareness to brand advocacy.We offer end-to-end digital marketing tools and solutions to suit business needs. Strategy, creatives, media, community management and technology are developed in-house allowing us to offer our services with better flexibility, competitiveness and customization.Why Work With Us?Our strength lies in years of experience in corporate marketing, creative servicing and information technology honing our skills to understand your brand and business objectives and choose the right messaging, digital tools, and channel to strengthen your digital presence and get to your target market.Be Part Of Our TeamGet Hooked 360 strives to nurture a healthy and supportive work environment where everyone can thrive, enjoy rewarding personal relationships and work according to their abilities.Redefining the working environment of an agency, we believe that the role of both the management and its employees working together results in not only productive business outcomes but also relationships where the overall wellbeing of everyone is valued and encouraged.We value malasakit and we have a heart for our customers and our people.We believe that when we take care of our people, our people naturally takes care of our organization.We love life within and beyond work.

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