Sr. Customer Experience Manager

Full Time
Manila, Philippines
Posted 2 weeks ago

OneAffiniti is looking for a process-oriented Sr. Customer Experience Manager to join our team in Makati City. As the Sr. Customer Experience Manager, you will be responsible for managing a team of global client-facing team members (direct and indirect), maintaining capacity, quality, SLA, and efficiency attainments to provide sustainable support to all clients and internal stakeholders that are within the agreed cost and budget. You will own task management process standardization, documentation, and implementation globally, including training and communicating process changes to client-facing teams. You will work with key stakeholders in Australia, the United Kingdom, and the USA.

 

Your responsibilities

People Management

  • Ensure that all team members have clearly defined roles, responsibilities, and targets to enable performance management.
  • Set individual and team goals that consistently align with the OKRs of the business as well as personal development goals
  • Conduct regular 1:1 sessions with team members to determine progress, challenges and derive good action plans to maintain and improve performance
  • Timely identification and execution of necessary training needs of the team to support people and process efficiency
  • Support employee engagement and overall welfare activities through good management of team attendance, vacation, holidays, RnRs, and employee benefits
  • Mentor and motivate team members and help them grow in their career Capacity and Budget
  • Review the team performance on a monthly basis to ensure that AHT, SLAs, attendance, and utilization are consistently met
  • Capacity and Budget reporting by end of the month to ensure that all costs are within agreements and are invoiced appropriately – including RnR budget and other fees
  • Get consistent updates from all regional VPs and channel sales director to effectively translate it into resourcing requirements of the team

 

Process Management

  • Consistently ensure that the partner-facing team is aware of new processes and procedures by maintaining good documentation and organization of work instructions
  • Establish and monitor regular alignments are happening between partner teams and their counterparts to maintain smooth BAU operations
  • Improve existing processes through enhancements that are scalable
  • Spearheading and sponsoring projects that have equivalent cost benefits/efficiency improvements/automation efforts

 

Qualifications

  • Leadership experience of managing a cross-functional, cross-regional team of a headcount of at least 20 people
  • At least 5 years experience managing a global team that operates 24×5
  • Advanced background in training, performance management, and process improvement
  • Sales and Marketing experience
  • Expert presentation and communication skills required for consistent stakeholder and management meetings and calls.
  • Customer Service industry background in a fast-evolving environment is a must
  • Extensive process engineering/quality management experience. Lean Six Sigma certified desirable
  • Minimum 10 years overall experience
  • A Bachelor’s degree in the related field or industry: Business Management, Mass Communication, Information Technology or similar
  • Has working experience with:
    • Google Suite: Docs, Sheets, and Slides
    • Salesforce
    • NPS or Customer Service and quality metrics
  • Experience in the following is a plus:
    • Project management
    • Digital or email marketing
    • Sales / End to end account management
    • Considerable experience in cost management, HR, and admin

 

KPIs

  • Capacity planning accuracy and performance
  • Budget management
  • Client and internal team satisfaction
  • Continuous performance improvement

 

Why join us?

As a fast-growing technology services company with offices across the globe, we celebrate creative problem solving and highly motivated individuals. We are a purpose and values-led organization that offers:

  • Working with some of the largest IT brands in the world
  • An innovative technology platform
  • A global company, with global opportunities
  • An informal, collaborative work environment with close access to senior management
  • Above-average industry-standard compensation package
  • Night Shift Work Schedule
  • Prime location in Makati and access to top-of-the-line facilities and technologies; work from home temporarily
  • HMO coverage including 1 dependent or Mutual Fund Benefit
  • 20 leave credits consumed at your discretion with up to 5 days commutable to cash
  • Exposure to world-class and high-level foreign clients and partners
  • Employee engagement activities

 

Application

Applicants should submit a brief statement explaining why they will be a good fit for this role along with their resume. OneAffiniti, LLC is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees. 

 

About OneAffiniti

Servicing more than 4,000 channel partners globally, OneAffiniti offers a service-enabled technology platform to create customized, scalable through-channel marketing programs, amplifying growth for brands such as Lenovo, HP, HPE, Dell, Cisco and Microsoft – and their channel partners reaching more than 4 million decision makers each month. Founded in 2008 in Sydney, Australia with offices in Austin, TX, London and Manila. 

Job Features

Job CategoryCustomer Success

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