Sr. CRM Manager - Costumer Center Operations
HRTXMandaluyong, Metro Manila, Philippines30+ days ago
Job descriptionAct 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 partners. Ensure vendors adhere to contract terms and deliver consistent, high-quality service. Expand vendor network to optimize customer support reach. Lead, mentor, and develop a large in-house CRM team. Drive leadership development and build a strong succession pipeline. Promote a culture of continuous improvement, collaboration, and service excellence. Champion automation and process improvements to drive efficiency. Leverage data and tools (e.g., CRM systems, workflow / reporting platforms) to monitor and improve performance. Integrate quality assurance into every customer-facing process. Drive cost-efficiency initiatives including manpower planning and cost-to-serve optimization. Deliver annual forecasts for OPEX and team resourcing. Lead recovery programs (e.g., box retrieval) to offset operational costs. Education : Bachelor's Degree (required) Experience : Preferably from technical, telco, or high-volume contact center environments. Proven experience in vendor management and field service coordination.
Key Responsibilities :
Customer Care Operations :
- 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 Insights & Strategy :
Vendor & Partner Management :
People Leadership :
Process Optimization & Tools :
Cost & Efficiency Management :
Qualifications :
At least 8 years of experience in managing large-scale customer service operations in BPO Industry.
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Operation Manager • Mandaluyong, Metro Manila, Philippines
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