CRM and Customer Experience Officer

Responsibilities

Develop and implement CRM strategies to enhance customer experience and strengthen customer relationships

Oversee and maintain the CRM system and related customer communication channels to ensure their effectiveness and balanced utilization across relevant teams

Design and execute CRM marketing campaigns with available systems and channels to improve customer retention, engagement, loyalty

Gather customer feedback and analyze customer data to identify trends, measure campaign effectiveness, and provide insights for improved customer engagement and business decisions

Collaborate with various teams (Sales, Marketing, Customer Care) to optimize customer interactions, address customer concerns, and improve customer experience and overall customer satisfaction

Develop and implement methodologies for CRM and CX evaluation and analyze performance metrics, identify areas for improvement, and work with internal stakeholders to implement changes to customer journey, comms flow, messaging or design, in order to drive business outcomes

Use CRM tools to identify, share and aid in the resolution of customer issues, and develop new solutions or process improvements to enhance customer experience

Qualifications

Bachelor’s or Master’s Degree in Marketing, Business, Economics, Social Studies, Psychology or a similar related field that involves statistics and human behavior

3-5 years of experience working in a business’ Marketing department in a CRM or CX role, preferably in a B2B sector or a sector where the main product is a contract;

Demonstrable experience working in a multi-stakeholder environment and managing a project within a set of expectations, timeline and budget

High proficiency or certifications working directly hands-on with CRM software systems (e.g. HubSpot, Salesforce, Odoo)

High numerical proficiency to understand performance dashboards and data dashboards, and high communications proficiency to provide observations and present actionable insights

Understanding CX related evaluation methodologies (e.g. CSAT, NPS, CLTV) and related CRM surveying techniques or tools

Strong understanding of Philippine CRM and digital comms ecosystem, including any special legal requirements or common practices

Excellent analytical, critical thinking, problem-solving, and communication skills

Must be willing to work on hybrid setup (3x onsite, 2x WFH)

Industries:Human Resources

Function: Others