Deskripsi Pekerjaan
Join Watsons as a Senior Manager, Customer Experience and lead the transformation of our customer journey across digital and physical touchpoints. In this pivotal retail leadership role, you'll architect seamless omnichannel experiences that drive loyalty and operational excellence. You'll spearhead initiatives that bridge online convenience with in-store service quality, ensuring Watsons delivers exceptional interactions at every customer encounter. This position demands a strategic leader who can translate customer insights into actionable improvements while fostering a culture of service excellence within our dynamic One E-Com Pasay team.
You'll collaborate with cross-functional partners to optimize service processes, implement innovative CX technologies, and develop performance frameworks that elevate our retail experience. The ideal candidate combines deep retail expertise with a passion for customer-centric innovation, capable of leading high-performing teams in fast-paced retail environments. Watsons offers a platform where you can shape the future of customer experience in the Philippine retail landscape.
Tanggung Jawab
- Lead and develop high-performing CX teams across digital and physical channels
- Design and implement omnichannel customer experience strategies aligned with retail goals
- Analyze customer feedback data to identify improvement opportunities and service trends
- Collaborate with marketing, operations, and e-commerce teams to ensure consistent brand experience
- Develop KPIs and reporting frameworks to measure CX performance and team effectiveness
- Manage escalations and resolution processes for complex customer issues
- Drive continuous service improvements through process optimization and technology adoption
Kualifikasi
- Bachelor's degree in Business Administration, Marketing, or related field (Master's preferred)
- 5+ years experience in customer experience management within retail sector
- Proven track record leading and developing CX/service teams
- Strong analytical skills with experience in CX metrics and data interpretation
- Expertise in omnichannel retail environments and e-commerce platforms
- Proficiency in CRM systems and customer experience management tools
- Excellent communication, problem-solving, and stakeholder management abilities