Customer Experience Manager
Smartsourcing
- Cebu City, Cebu
- Permanent
- Full-time
- Draft the Master Services Agreement (MSA)
- Attend Intro meetings with the Managing Partner and prospective clients
- Document minutes of the meeting and identify key action items (What, Who, When)
- Draft the Position Description (PD) based on the recruitment requirement/s of the client
- Draft the Job Order (JO) based on the number of role/s the client wants to fill
- Review the screened endorsements from Talent Acquisition and conduct interviews
- Send the endorsement to clients for final interviews
- Send weekly recruitment updates to client
- Draft a project plan to document the end-to-end process
- Assist clients with identifying the KPIs and SLAs per task
- Identify the low-hanging fruit to start with training in a Project Sprint format
- Commence content development for the Talent Education and Development (TED) system1, including:
- Undertaking observation of your processes (Video Tutorial)
- Documenting processes and identifying system requirements (software/hardware)
- Document process flows
- Draft an account handbook that documents the initial discovery i.e industry, office history, onshore team’s focal person, tasks, tools
- Draft training plan
- Liaise with the Information Management team for ServiceDesk and PowerBI set-up
- Spearhead and oversee the development and execution of training plans; monitor the completion, progress and effectiveness of each client-specific training
- Work with clients and (or) project champions to ensure training documentation is accurate and updated for trainees
- Lead in the development and delivery of training materials to trainees
- Provide weekly training updates
- Responsible for drafting and sending monthly invoices to clients
- Follow-up and collect payment arrears
- Coordinate with the clients about any attendance issues
- Assist in providing the Leadership Group and/or clients with updated implementation plans, which may include project schedules, project plans, benchmark metrics, communication guidelines etc.
- Ensures the organisation of files are stored only in the CX shared drives
- Responsible for any external-related communication
- Schedule a weekly, fortnightly, or monthly team meeting with the clients
- Project Plan, TED, and training monitoring are updated at all times
- Review and analyze KPIs and SLAs performance metrics and provide daily, weekly, or monthly reports
- Send NPS quarterly survey to client
- Ultimately responsible for checking on the team’s performance i.e. overloaded/underloaded
- Review and conduct annual performance reviews of associates/ Team Leads
- Responsible for updating skills and salary matrix when necessary
- Conduct and document monthly catch-ups with Team Leads
- Review monthly eNPS report
- Responsible for the team’s engagement ie. attendance in company activities, surveys, etc
- Know and comply with the company’s health and safety procedures and directions to ensure duty of care is exercised both for one's health and safety and that of colleagues.
- Contribute to participative arrangements for the management of occupational health and safety.
- At least 5 years of Client Relations, Business Development, and Process & Systems Development experience or similar
- Proficiency with Microsoft Office, GSuite and other computer applications
- Experience in documenting workflows and processes
- Experience in constant client engagement and communication
- Must have undergone basic phone customer service training and workshops
- MBA & above or equivalent supervisory or management experience
- Outstanding interpersonal skills
- Strong initiative skills, working both independently and as part of a team
- Excellent skills in teamwork, leadership and communication
- Aggressive strategist with proven ability to close deals via strong and persuasive closing skills
- Strong attention to detail and accuracy
- Ability to work efficiently on simultaneous assignments under tight deadlines with minimum supervision
- Professional self-starter, high level of motivation, customer empathy and ethics
- Strong analytical and reasoning abilities
- Demonstrated success in building trust and maintaining long-term relationships
- Ability to collect and analyze data, draw conclusions, and make actionable recommendations
- 💰 Above-industry salary package
- 🌞 Day Shift
- 😊 Fixed weekends off
- 👩⚕️ HMO coverage for you and your dependent/s after one (1) month
- 😋 Free lunch every day
- ☕ Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
- ⛹️ Sports wellness clubs including free-diving
- 🏋️ Subsidized gym membership at Anytime Fitness
- ✈️ Travel opportunities to Australia
- 🙌 Exclusive discounts in selected restaurants and merchants
- And so much more!