Sr. CRM Manager - Costumer Center Operations (14th month)
Location
mandaluyong, metro manila
Job Type
Full-time
Category
Management & Operations
Posted
June 19, 2026
Sr. CRM Manager - Costumer Center Operations (14th month)
Key Responsibilities:
- Oversee and ensure high-quality performance across: (Technical Field Support, Brand and Customer Experience Center Operations & Escalation and Fulfillment.
- Develop and execute strategic plans to meet and exceed service KPIs including resolution rate, satisfaction scores, and churn reduction.
- Benchmark across industries to adopt innovative CRM strategies for residential, commercial, and high-value (HRH) customers.
Customer Care Operations:
- Act as the internal advocate for customers, providing data-backed insights to improve service delivery.
- Monitor customer issues, analyze trends, and lead initiatives to reduce defects and improve the overall customer journey.
- Manage VIP accounts and sensitive cases with care and discretion.
- Evaluate and manage third-party service providers and CRM partn...