Customer Experience Manager
Makati City, PH
5d ago

The Opportunity

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Sales Leaders with the resources to solve critical problems for the future of our business, which is why we need you.

Manulife Customer Centricity Team is seeking a self-motivated Customer Experience Manager, who is obsessed with delivering value, is forward-thinking, and excited to see the successful client partnerships through the products and services that we offer.

What motivates you?

You obsess about customers, listen, engage and act for their benefit

You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes

You thrive in teams, and enjoy getting things done together

You take ownership and build solutions, focusing on what matters

You do what is right, work with integrity and speak up

You share your humanity, helping us build a diverse and inclusive work environment for everyone

We are looking for someone with :

A leadership potential; able to influence others despite the absence of reporting relationships

Strong writing and communications skills. Able to articulate complex ideas as simple as possible.

An ability to quickly grasp concepts, ideas, and scenarios, and translate those into communications materials (letters, emails, etc)

Strong project management skills; able to deliver multiple requirements on time

Experience in managing the Net Promoter System, working with the different business units and projects teams to improve the customer experience.

Nice to Haves :

Must be a degree holder of any 4-year Marketing, Communications or business-related course

Ability to work independently with minimal supervision

Ability to interact with senior leaders confidently

On the Job You Will :

Manage the Net Promoter System. Drive the achievement of NPS (rnps and tnps) targets by partnering with various internal teams in implementing the Net Promoter System

Manage the Customer Communications Journey.

Develop and implement a customer communications strategy which covers the journey from onboarding to claims / maturity.

Write newsletter articles and adhoc communications for use across multiple platforms

Review / edit transactional customer correspondences developed by Operations

Keep the communications inventory updated to ensure correspondences received by the customer are accurate and aligned with the Customer Journey Map, Net Promoter System feedback, as well as branding standards.

Provide Customer Experience / Human Centered Design Expertise. Serve as subject matter expert in customer interactions and communications flow leveraging on Simple Language.

Champion the Customer Obsession Value. Influence the organization to live up to the Customer Obsession Value of the company by partnering with key business units to develop programs that build awareness of the customer experience.

Our commitment to you

Our mission; to be a part of making Decisions Easier and Lives Better

A leadership team dedicated to your growth and success

A bold ambition and set of goals to be a leader in driving transformation in our industry

Our best. Every day.

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