Total 18 Manager customer service job vacancies in makati city rcbc 6819 ayala

GIG is revolutionizing user acquisition by gamifying engagement through “quests” that drive measurable outcomes for our partners. With a growing platform of millions of users, we enable brands to cut acquisition costs, eliminate wasted ad spend, and deliver tangible rewards that enhance user loyalty and brand impact. We work with global leaders across telco, gaming, technology, and more to create impactful campaigns that resonate with their target audiences.

As a Customer Success Manager, you will play a pivotal role in ensuring our partners achieve their goals through the GIG platform. You’ll work closely with partners to design, execute, and optimize their campaigns while building long-term relationships that drive mutual success.

Key Responsibilities:

• Partner Onboarding: Develop, refine and guide partners through the onboarding process, including quest design, tech integrations, and campaign setup.
• Campaign Management: Collaborate with partners to align quests with their objectives, ensuring smooth execution and high engagement rates.
• Performance Analysis: Monitor campaign performance, provide actionable insights, and recommend strategies to improve user acquisition, engagement, and ROI.
• Customer Advocacy: Act as the voice of the customer within GIG, advocating for features, improvements, and support tailored to partner needs.
• Retention & Expansion: Foster strong relationships with partners to ensure retention and identify opportunities for expanding engagement.
• Cross-Functional Collaboration: Work with sales, product, and tech teams to address partner needs and resolve issues efficiently.

• Experience: 3-5 years in customer success, account management, or related roles, preferably within SaaS, gaming, or marketing platforms.
• Technical Skills: Familiarity with tech integrations, APIs, and campaign performance tools is a plus .
• Analytical Skills: Strong ability to interpret data and translate insights into actionable recommendations.
• Communication: Exceptional written and verbal communication skills; adept at managing relationships with stakeholders of varying seniority.
• Problem-Solving: Proactive and creative in addressing challenges and optimizing partner outcomes.
• Cultural Awareness: Familiarity with the Philippine market or similar high-growth regions is advantageous.

• A chance to work at the cutting edge of user acquisition and engagement.
• Opportunities for professional growth in a dynamic, high-impact environment.
• Competitive compensation and benefits, with a focus on rewarding performance.
• A collaborative and supportive team culture.

Octal Philippines Inc., a leading player in the Information Technology and Services industry, is seeking a dedicated and passionate PM - Customer Support Manager to join our dynamic team. This role is pivotal in ensuring that our clients receive exceptional support and service throughout their journey with us. The ideal candidate will possess a strong background in customer service management, with experience in managing support operations from a project management perspective. You will be responsible for leading a talented team of customer support representatives, ensuring their performance aligns with our strategic goals and high customer satisfaction standards. Your leadership will involve developing and implementing support strategies, tracking performance metrics, and working closely with other departments to enhance our service offerings. As a PM - Customer Support Manager, you will also play a critical role in training and onboarding new team members. We're looking for someone who is not only a strong leader but also has a deep understanding of customer needs in the technology sector. This position offers a unique opportunity to affect change and innovation in our customer support processes, with a focus on continuous improvement and client satisfaction. If you are driven by results and have a passion for providing top-notch service, we encourage you to apply and become a part of Octal Philippines Inc.'s mission to deliver excellence in IT services.

Responsibilities

• Lead and manage the customer support team to ensure high levels of customer satisfaction and service excellence.
• Design and implement customer support processes and best practices to improve efficiency and service quality.
• Monitor, analyze, and report on key performance indicators (KPIs) to track team performance and customer satisfaction levels.
• Develop training programs for new hires and ongoing training for existing team members to enhance their skills.
• Collaborate with product and development teams to resolve customer issues effectively and improve product offerings.
• Act as the primary point of contact for escalated customer concerns and provide timely resolution solutions.
• Create a customer feedback loop to gather insights and drive continuous improvement in service delivery.

• Bachelor's degree in a relevant field or equivalent experience in customer service or support management.
• Proven experience as a Customer Support Manager or similar role in the IT industry.
• Strong understanding of customer service metrics and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to analyze data and draw actionable insights to improve performance.
• Experience with ticketing systems and customer relationship management (CRM) software.
• Strong problem-solving skills and ability to manage difficult situations professionally.

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  
 

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 
• Coaching junior associates to help their analytical development 
• Managing a team of at least 3 people to deliver optimal results with a timeline 

We are seeking a dynamic, transformational Service Owner to join the Service Desk. The Service Owner has a pivotal role within the End User Support organization, responsible for the strategic direction, performance, and continuous improvement of services provided by the Service Desk Team. This role is essential in ensuring the services align with business objectives, deliver significant value to stakeholders, and complies with all relevant standards.

Key Focus Areas

The ideal candidate should be passionate about: 

• Transformational Leadership - Drive transformational change within the service by identifying and implementing innovative solutions that address evolving business needs.
• Service Efficiency - Oversee the efficient operation of the service, ensuring optimal performance and swift resolution of any issues.
• Continuous Improvement - Drive continuous improvement initiatives to enhance service quality, informed by performance data and stakeholder feedback.
• Automation/Self Services – Be passionate about automating and simplifying process and drive a culture of self-services
• Strategic Alignment - Ensure that the service's strategic direction is closely aligned with the organization's goals and objectives.
• Stakeholder Engagement - Maintain strong relationships with all stakeholders, ensuring their needs are met and expectations managed.
• Risk Management - Proactively identify and mitigate risks to ensure uninterrupted service delivery.

Key Responsibilities:

The Service Owner will drive transformational change within the services provided, ensuring it evolves to meet future business needs and technological advancements.

• Service Transition - Manage the transition of new or changed services into the operational environment, ensuring minimal disruption to existing services and operations. Identify and manage risks associated with the service, ensuring that any potential issues are mitigated before they can impact the service. Track volume/issues of services transition
• Service Operation - Oversee the day-to-day operation of services, ensuring they meet agreed-upon service levels and performance targets. Ensure that the service is delivered effectively and efficiently. Responsible for any issues that arise and must ensure that they are resolved in a timely manner. Responsible to run Operational Reviews.
• Capacity and Demand Management - Define and manage capacity and demand for the services in a way that anticipates future growth and transformational needs. Ensure the service can scale efficiently to meet changing organizational demands.
• Service Improvement - Continuously monitor service channels and review performance metrics to identify transformational opportunities for improvement. Leverage data analytics and data insights to drive OKRs (Objectives and Key Results) that enhance service quality and effectiveness.
• Stakeholder Management - Engage with and manage relationships with End User Support, Business Partners, and Business stakeholders involved in the service, ensuring communication and collaboration. Ensure stakeholder needs are anticipated, met, and expectations are managed throughout the service lifecycle.
• Risk Management - Identify, assess, and manage risks associated with the service, with a focus on transformational risk mitigation strategies. Ensure that potential issues are proactively addressed before they impact service delivery.
• Compliance - Ensure the services comply with all Corporate Key Controls, and organizational policies, ensuring the service remains fully compliant.
• Collaboration - Collaborate with peer stakeholders across other End User Systems operations engineering functions to drive improvements.
• ITSM Expertise - Lead transformational initiatives to improve ITSM practices within the organization and provide guidance on best practices.
• Budgeting and Cost Management - Ongoing transformational approach, seeking cost-saving opportunities while maintaining or enhancing service quality. Monitor financial performance to ensure alignment with organizational goals and recommend adjustments as needed.

To ensure the creation of an unforgettable and rewarding experience (including services) across all channels and all customer journeys, so that customers will want to come again and again. To secure that the customer is at the centre of all key decision-making processes and that an excellent customer satisfaction is delivered and value for the customers is created.

Act as a member of the Country Management Team and proactively contribute to IKEA business plan, commercial plan and commercial calendar process. Lead the facilitation of a seamless shopping experience across channels to enable for extraordinary growth.

• Secure that the customer is at the centre of all strategies, decisions making, solutions, meeting the customer experience steps.
• Provide the front-line business operations with expertise, so that the customer is taken care of with quality and speed, across all journeys where needed.
• Responsible for country localisation in SOP which need to be aligned with IKEA Retail to secure consistency and compliance.
• Support the store audits (internal & external) Support and align any store / country operational issues including systems. Act as country super user to support store and end users.
• Follow up and identify continuous improvements to the customer experience journey, to deliver an excellent customer satisfaction, and maximize conversion in all touchpoints.
• Actively monitor customer satisfaction & sentiment in the country, markets, customer care center and CMPs; identify together with the respective leaders’ action plans to tackle root causes for dissatisfaction.
• Create collaboration across the country between customer care centers, stores and service partners on achieving operational excellence from a customer perspective (deliver IKEA's customer promises).
• Work across the organisation in customer journey improvement and development in close cooperation with IKEA Retail functions, leveraging on central solutions and initiatives.
• Pro-actively liaise with key stakeholders to secure the right prioritisation, localisation for IKEA Retail to support delivery of tools/systems. Work with IKEA retail stakeholders to align new process and system design before development takes place.
• Work closely with Expansion, cross functions for planning, IR2, work orders, operations flow and all that is needed for new stores and SISAN.

NielsenIQ Customer Success places our customers at the heart of everything that we do. We strive to offer a consistent customer experience across all our markets by harmonizing our ways of working, focusing on engagement and driving analytics excellence. We give our customers an enjoyable, easy, effective service featuring a modernized customer experience. Customer Success is instrumental to realize the NielsenIQ vision to be a leading global information services company with strong, market leading growth enabled by new, innovative product offerings and modern technology that creates substantial value for our customers, retailers and employees.  

This position will be, within the Analytics & Insights team, responsible for delighting clients around Asia through delivering retail measurement insights and analysis.  
 

Responsibilities

• Providing performance overview analysis and business issue analysis to Consumer Packaged Goods clients around Asia 
• Providing in-depth consulting services and delivering insights and analytics as well as thought leadership 
• Developing deep knowledge of Nielsen IQ RMS and Panel solutions and delivering value for clients 
• Working closely with the Consulting Lead and Customer Service to transform customer experience 
• Consulting clients to optimize use of NielsenIQ Essentials 
• Developing and delivering business solutions for client performance tracking 
• Coaching junior associates to help their analytical development 
• Managing a team of at least 3 people to deliver optimal results with a timeline 

About the job

• Turn the end-to-end shopping journey at IKEA frictionless, easy, seamless, and convenient.
• Advocate a culture of continuous improvement based on customer feedback in the area of convenience & support.
• Provide an accessible and convenient customer support (by CCC or coworkers in any IKEA Customer Meeting Point and/or self-support for the customer) by maximizing and/or developing new capabilities and system functionality.
• Expand and adopt new market relevant ways to communicate with customers for support purposes (e.g. Line chat, Social media).

Your assignment

• Co-create and agree with the markets, Functional Network Leaders, Retail Solutions Team and Digital Services the development roadmap required to create that frictionless, seamless experience.
• Be the contact point with Inter IKEA’s Development Team on the continuous enhancement and rolling out of new/enhanced initiatives such as PulseCX, Smaland 2.0, unassisted Play solutions, etc.
• Digitalization coworker processes and tools for time gain and higher efficiency (e.g. checkout process in-store, service order booking, food orders, customer refunds, etc.
• Enable customer self-support, chatbots for support in all CMPs to complement coworker service. This is the new “you do your part, we do ours, together we save money”. What can the customer do themselves to release dependency on coworker and increase efficiency.
• Reduce time at checkout both in-store as online/app for quicker conversion and decrease cart abandonment (loose hands in-store). Included here to assess which payment methods to offer at which checkout points to increase productivity and reduce waiting lines (e.g. Bistro vs Sales Desk at HFB4).
• Establish with Functional Network Leaders and Data team a reviewed set of KPIs that lead to more omnichannel behaviour/mindset by store coworkers. Ensure development and rollout of an automated dashboard across the different units and secure adoption through change management process.

Service Delivery Manager is the main contact point in each specific Global Area for the Regional Delivery organization for client related requests or issues. He is accountable for the service in his own Area and as such, he/she manages all major issues, coordinating the activities with all relevant stakeholders.

Your key tasks 

• Be the Key contact for regional delivery organizations and internal consulting for the services under own responsibility.
• Act as a first escalation point for all complex service delivery issues addressed by clients to Service Manager, related to services under own responsibility, performing all needed in-depth analysis on such requests.
• Support projects by providing specific service delivery requirements during design and build phase and ensure a smooth transition into operations.
• Support Service Managers in defining Service Level Agreements and KPI contents towards all clients, during onboarding as well as periodic review, for the services under the responsibility of the SDM.
• Functionally lead more complex delivery units to achieve the stated objectives on service delivery. Accountable for service delivery quality vs clients.
• Ensure the monitoring, delivery, and variance explanation of service operational metrics for services under own responsibility.
• Be accountable for and ensure coordination of service restoration in case of major incidents, for services under own responsibility, followed by incident reports and technical reports
• Ensure root cause identification, definition, and implementation of remedial actions for prevention and avoidance of incidents. Facilitate continuous improvement of services effectiveness and efficiency.
• Improve the application of the Problem management
• Hold regular alignments with other SDMs and other important stakeholders of the organization and communicate any process changes/improvements to clients via Service managers.
• IT SDM to liaise with Architects and relevant third parties to ensure that non-functional requirements are captured and implemented in the solution.
• Support service delivery of monitoring and service readiness requirements together with technical L2
• Ensure service readiness (early morning and after maintenance weekends or other events) / partially automated
• Ensure the smooth transition between implementation and run (hand over for Projects of T&T) and
• Support the new service set-up and service level definition.
• Support to closure manager for end of the year testing-simulation and trouble shooting
• Availability for picket shifts with possible emergency interventions at night or on weekends, acting as manage on duty.
• Ensure the definition and the review of the Target operating model in case of need

The Manager, Service Management is responsible for establishing and overall management of the Service Management function for AECOM GBS with the responsibility of developing and maintaining Demand/Roadmap Management, Transition Management, Service Level Management and Document Management.

The position will report to the Manila Centre Manager & Head of Global Service Management and will be working closely with the other functions within the COO Office – PMO/CI, Process/Technology Management, Reporting & Analytics Team.

The person is expected to provide strong leadership in a matrix environment to promote best practices in managing interrelated projects and programs to ensure successful delivery. You will need a strong focus on results and an eye for detail, combined with an emphasis on managing stakeholders across the organization to build credible and trusted relationships.

Responsibilities & Duties

• Lead transition activities at GBS and develop required plans and processes in order to meet timelines and service objectives.
• Resource, develop and manage service level management; this includes service catalogues, change control process, DTP documentation, SLAs and performance reporting, and governance.
• Develop business cases, proposals and marketing packs to help secure new work coming into the Centre.
• Oversee the portfolio of transition/projects, providing expert knowledge and support, and monitoring progress and reporting on the portfolio status ensuring compliance of transition/projects portfolio with the AECOM transition approach, governance, cost and service level parameters.
• Act as primary owner of the GBS Document Management System, ensure the completeness, quality and sustainability of the platform and compliance to risk & control measures of the organization
• Act as owner of project frameworks, templates and procedures; be responsible for ensuring they are fit for purpose and continue to be best practice.
• Design, challenge and agree management dashboards to provide a strategic and tactical overview of the Transitions/Project portfolio to improve delivery and planning.
• Work with Transition Teams globally to ensure project updates are provided accurately and timely, and submitted to the Global Program team aligned with the agreed schedule
• Leveraging global templates, create tools and deliverables as required for project execution and management, develop and deliver progress reports, proposals, requirements documentation and presentation
• Drive continual improvements into the Service Management program and ensure industry best practices, standards and defence guidelines are leveraged and implemented;
• Lead and mentor the team including performance management, career growth and development to deliver a high-performing responsive team

The role will provide management and oversight of all aspects within the assigned HR function (including People Services/Talent Acquisition/HR Contact Center/Pre-Hire Support/Global Mobility/Global Compensation and Reward/Knowledge Management/Global Learning Team). The role will drive strategic initiatives and continuous improvement while managing appropriate metrics to ensure the right level of service delivery.  This includes overseeing the processes assigned across regions.

Operations Management

• Manage the overall service delivery and activities of People Services/Talent Acquisition/HR Contact Center/Pre-Hire Support/Global Mobility/Global Compensation and Reward/Knowledge Management/Global Learning Team in all supported regions. Ensure adherence to timelines, quality standards, organizational protocols, and internal policies.
• Lead and oversee resource allocation and implementation of core processes, programs, and initiatives for HR Services
• Recommend cross-functional and cross-regional process alignment and standardizations within functional accountability.
• Lead and develop projects to drive efficient customer service in all HR Service functionalities.
• Manage critical and complex escalations to ensure service continuity and operational efficiency.
• Plan and develop multiple short to medium-term projects and contribute to long-term initiatives planning. Lead complex projects as required.
• Keep local management and regional leaders informed by leading governance meetings, preparing reports and analyses on workload management, SLA achievement, quality and process efficiencies, and other related management reports that will support business and operational recommendations.
• Oversee the creation, development, deployment, and maintenance of all services within budget and in alignment with business objectives through collaboration with external and internal stakeholders.
• Implement business continuity plan.

Stakeholder Engagement

• Develop strong stakeholder relationship by driving effective communications and developing effective stakeholder management plan.
• Act as a strategic partner by providing insights in the operation and collaborating with stakeholders in creating solutions that will improve operational efficiency.
• Collaborate with Head of HR Services and other key stakeholders to ensure delivery of required service levels and the execution of necessary operational improvements.

People Management

• Manage talents and develop strategies to drive opportunities people growth opportunities for personal and professional growth by conducting regular performance assessments, identifying learning and development opportunities, providing coaching, and cultivating a high-performing team culture.
• Establish the goals and objectives of the team, aligned with the overall enterprise strategy; Provide proper level of support to ensure achievement of set goals and objectives.
• Manage the recruitment and retention of high caliber individuals.

Continuous Improvement

• Stay abreast of industry trends and best practices in the Global HR Service operation; recommend and implement initiatives to enhance capabilities.
• Drive continuous improvement in the team by identifying opportunities for improvement in the processes, tools, and methodologies based on client feedback and other information.

The IT Service Management (ITSM) group within the Employee Enablement Solutions team (EES) at Visa is seeking a Service Manager with excellent communication skills, a strong sense of ownership, and the ability to work autonomously. This role involves driving excellence across all employee-facing technology services, simplifying and optimizing IT services, and promoting a service culture focused on the employee experience. Key responsibilities include:

• Continual improvement of services and processes

• Building strategic partnerships throughout the organization

• Managing services throughout their lifecycle

• Influencing decisions as a customer advocate

• Facilitating transparent communication and collaboration

• Providing clear, weekly reporting focused on results and milestones

The ideal candidate should have a strong IT background, understand the evolving needs of the business, and have a passion for process improvement. They should balance empathy with the ability to explain limitations, understand the cost implications of services, and be able to back decisions with data. Excellent communication, interpersonal skills, and a commitment to delivering quality services are essential.

The candidate must be comfortable providing ITSM services autonomously and building strong relationships with staff and leaders globally. They should use analysis and relationships to improve the user experience in their region and beyond. The candidate will be expected to provide clear reporting and KPIs on a monthly basis, and track milestones in our systems for visibility.

The successful candidate will demonstrate emotional intelligence, executive presence, and the courage to highlight inconsistencies. They should be self-motivated, committed to enhancing ITSM processes, and eager to improve Visa through discussion, influence, leadership, and action. They will be expected to create plans with milestones and dates for optimal value achievement and provide professional proposals for ITSM service improvement on a quarterly basis.

Essential Functions include:

• Prioritizing and addressing local Service Improvement Opportunities quarterly, meeting or exceeding targets
• Analyzing ServiceNow data to identify service gaps and drive improvements
• Meeting with World Area staff/leaders to present analysis of services, capturing feedback and aligning with business needs
• Driving service transition and integration activities beyond minimum requirements, striving for world-class delivery
• Developing actionable plans with key deliverables/milestones, eliminating ambiguity
• Communicating with high energy, excellent verbal, written, and presentation skills are essential
• Creating clear and actionable service-related communications for distribution to targeted audiences
• Building partnerships and encouraging collaboration to maximize continual improvement opportunities
• Transforming complex technical concepts into precise, audience-appropriate language
• Leading in ambiguous high-pressure situations and working independently with limited direction
• Prioritizing and managing a wide range of competing initiatives
• Taking ownership of urgent customer items and building strong relationships with internal customers
• Optimizing service delivery by aligning technology owners with best practices and methodologies
• Challenging assumptions and the status quo, exhibiting strong organizational courage
• Developing persuasive business plans and proposals that maximize return on investment
• Exhibiting strong problem-solving skills and critical thinking techniques
• Understanding organizational change management and user experience improvement techniques
• Engaging professionally with people at all levels, using strong interpersonal skills
• Managing time and priority with attention to detail across a wide array of competing initiatives
• Integrating into a team of technical, process improvement, and change management professionals
• Providing quarterly written proposals to leadership on biggest ITSM opportunity areas to serve the Asia Pacific region

The successful candidate will possess the following qualities:

• Strong ideation and problem-solving skills
• Results-oriented with a continuous improvement mindset
• Coachable and positive attitude
• Strong and concise communicator, effective listener, and empathetic
• Self-sufficient in admin tasks and effective at prioritizing

Additional responsibilities include tracking goals on a weekly basis, presenting monthly reports and strategy updates, showcasing milestone progress, and meeting or exceeding goal targets with weekly reporting. The successful candidate will demonstrate a high degree of autonomy and ownership and possess excellent communication skills.

The standard working hours for this role currently are from 5:00 pm to 2:00 am, local Manila time. When the work necessitates it, you may be required to work outside of the prescribed work hours.  Visa reserves the right to adjust the  standard working hours in future based on the business requirements

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

As a member of the End Users Systems support team, the IT Service Desk Senior Manager will be responsible for managing a team of Service Desk Analysts for day-to-day operations, people management and escalation management. Additionally, this role will require a transformational mindset to identify areas of opportunities to automate and/or simplify processes. The ideal candidate will possess a blend of operational and automation skills, dedicated to driving high-quality customer service and elevating our Service Desk operations.

This role is an excellent opportunity for someone who is passionate about:

• Empowering self-service solutions-Enhancing user independence through intuitive self-service options.
• Proactive and predictive support-Anticipating user needs and preventing issues before they arise.
• Omni-channel experience-Providing seamless support across multiple communication channels.
• AI and automation integration-Leveraging technology to streamline processes and improve efficiency.
• Cultivating a stellar support team- Building and developing a team of top-notch support professionals.
• Mastering shift-left with repeated issue analysis-identifying patterns and addressing root causes to reduce recurring issues.
• Integrating Self-Healing and ITSM Flow- Implementing solutions that automatically resolve issues and optimize service management.

Key Responsibilities:

• Mentor, manage, and motivate a high-performing team, setting clear priorities to achieve goals and OKRs.
• Monitor and evaluate team performance, providing feedback and coaching for improvement.
• Analyzes regular performance reports and take actions to ensure desired behaviors from team members
• Ensure service level targets are met and address all service-level complaints.
• Build strong relationships with leaders and stakeholders to command their attention.
• Develops training and performance improvement plans for team members
• Proposes innovation and improvements to current processes/procedures/tools to the Training, Process & Tools Lead
• Identify gaps and areas of poor performance and provide recommendations for automation and simplification
• Apply creative thinking to drive automation goals and align with technology strategy
• Be an exemplary leader, embodying the organization's culture, vision, mission, and goals.
• Support the adoption of new technologies and tools.
• Provide subject matter expertise and manage external and internal collaboration projects
• Position may be required to work various time zones, in support of 24x7x365 support requirements.

The core of this role is to be the strong CPS expert for the Philippines market. Partnering with clients to deliver consumer panel analytics and service that will add value not only to the client business, but the NIQ organization.

Responsibilities

New client service leader: 

• Will be the main service person for newly won strategic client. Manage the day-to-day relationship with a specific portfolio of CPS clients and/or categories, in an analytics and insights capacity, ensuring client needs are met in a timely fashion and beyond expectation 
• To act as a CPS SME within the local market and join Sales to pitch new clients. You will be mostly responsible for showcasing the NIQ CPS capability in real business situations. 

CPS Thought leadership and analysis consultant: 

• Will be the key person to provide the thought leadership of PH part for those cross category and general understanding.  
• Will play the consultant/coach role for local CS team to turn to for doing CPS analysis.  
• Will work with local CS team to work out the “Best Practice “of analysis flow and become an active contributor in a regional community of CPS experts by sharing best practice 

Leader and escalation point for CPS product related questions: 

• Panel Enhancement: Lead the process of CPS panel enhancement as the central communication point between CS team and PL/Operation team. 
• Data challenge: Internally, lead communication with different functions to solve escalated CPS data challenges in reasonable cycle time. Externally, together with account AD/Consultant to explain the data challenge to clients. 

Job Profile Summary

Lead the development and execution of the country’s service business. Implement the strategy for the service business and achieve budgeted targets. Execute business development initiatives and improve customer-centricity, operational excellence, competitive position, market share and profitability. Drive KONE’s overall strategy and country’s holistic development as a member of the country’s Management Team

Job Description

• In charge of executing corporate objectives/initiatives (i.e. KPI's, productivity, conversion rate, call out reduction, etc).
• Accountable for and leads maintenance operations in the unit in line with global guidelines.
• Understand the current and future opportunities for the maintenance business in the unit and define and implement local and global maintenance development actions, which cover processes, product offering and ensure the KONE Pricing Policy is followed.
• Evaluate critical equipment problems and resolve it
• Establish and maintain high-level relationships with customers to promote the KONE’s products and services and resolve disagreements over the terms and conditions of maintenance agreement
• Establish operating budgets; monitor the cost, effectiveness, and reliability of maintenance activities to optimise resources, prioritise spending, and ensure that standards are met.
• Evaluate the results of all maintenance  agreements, identify recurring problems and prepare recommendations for executives about significant changes that need to be made to resources, procedures, systems, or technology.
• Contribute to strategic planning and decision-making at the executive level to develop and implement a strategy for maintenance activities that align with the organisation's overall vision and its current and long-term business objectives.
• Responsible for driving a culture of safety and quality throughout the organization.
• Identify training needs (methods, project management, contractual requirements, code and legal implications as applicable to area of business) for managers, project managers and supervisors in order to fulfil business plan in each area of discipline.
• Lead, direct, evaluate, and develop the matrix Maintenance team(s) and professionals to achieve the established budget, safety, quality and customer satisfaction goals.
• Responsible for reaching the budgets in the unit
• Responsible for customer satisfaction, data management and service quality.

Requirements:

• Bachelor’s degree in engineering or related disciplines.
• Minimum 15 year experience in service/maintenance operation, facility management and/or security.
• Minimum 10 years in leadership role.
• Good command of English and local language.
• Proven track record of P&L, business planning & controlling, budgeting and long term planning processes.

#LI-PS1

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers

• Translate portfolio strategy into business campaign execution plan; allocate and manage resources; execute campaigns with business teams; monitor and find-tune performance
• Drive 4Ps of campaign tactics by bridging Portfolio Strategy and Busines sales teams
• Increase reach and drive loyalty of retailers
• Increase reach and drive loyalty of key farmer segments (BLOs, Contractors, Financiers)
• Leverage customer insights and partnering with customers to input into the development of a joint business plan.

Planning

• Work with Business Head and Portfolio Managers on portfolio prioritization, market & customer insights
• Drive the Campaign Management Process (Planning, Execution & Review)
• For Innovation products; Expedite Awareness-to-conversion-to-advocacy journey; achieve NPI peak sales in 3 years; drive NPI pre-launch activities to build a confidence with growers & channel partners thru pre-launch demos & showcasing
• For Pillars products; Protect and strengthen brand equity; achieve highest market share for strong brands
• Develop & deploy touchpoint strategy to achieve best ROI of A&P and 3P budgets

Product

• Segmentation and targeting analysis for each product
• Co-create campaign plans with Business Managers / Key Account Managers
• Demand planning / forecasting
• Develop and monitor market intelligence, bring customer insights in the Campaign plan.

Price

• Own transactional pricing
• Co-create with BMs/KAMs compelling commercial programs for retailers, growers
• Monitor prices of key products in key regions

Place

• Maximize retailer reach for portfolio
• Conceptualize and drive retailer loyalty programs and activities; own Tiwala Bayani Club

Promotion

• Drive campaign plans for reach, brand reminders, …
• Convert brand and portfolio plans in to tactical campaigns (value proposition, benefits narrative, target customers, pricing, activities etc.) with clear KPIs and evaluation
• Allocate and manage A&P resources
• Lead digital campaign activities
• Monitor campaign progress based on KPIs and enhance campaign performance

Knowledge, experience & capabilities

• Sales and Marketing principles, particularly around Campaign Management, Grower, Channel management and Marketing communications
• Understanding of Agri and Rural Marketing concepts and methods
• Understanding of grower/retailer behaviours
• Understanding and experience of digital systems required to implement the Campaign initiatives
• Understanding and experience of data and analytical tools
• Analytical skills to develop insights from the Campaign Execution data points/Capability Initiatives  

• Translate portfolio strategy into business campaign execution plan; allocate and manage resources; execute campaigns with business teams; monitor and find-tune performance
• Drive 4Ps of campaign tactics by bridging Portfolio Strategy and Busines sales teams
• Increase reach and drive loyalty of retailers
• Increase reach and drive loyalty of key farmer segments (BLOs, Contractors, Financiers)
• Leverage customer insights and partnering with customers to input into the development of a joint business plan.

Planning

• Work with Business Head and Portfolio Managers on portfolio prioritization, market & customer insights
• Drive the Campaign Management Process (Planning, Execution & Review)
• For Innovation products; Expedite Awareness-to-conversion-to-advocacy journey; achieve NPI peak sales in 3 years; drive NPI pre-launch activities to build a confidence with growers & channel partners thru pre-launch demos & showcasing
• For Pillars products; Protect and strengthen brand equity; achieve highest market share for strong brands
• Develop & deploy touchpoint strategy to achieve best ROI of A&P and 3P budgets

Product

• Segmentation and targeting analysis for each product
• Co-create campaign plans with Business Managers / Key Account Managers
• Demand planning / forecasting
• Develop and monitor market intelligence, bring customer insights in the Campaign plan.

Price

• Own transactional pricing
• Co-create with BMs/KAMs compelling commercial programs for retailers, growers
• Monitor prices of key products in key regions

Place

• Maximize retailer reach for portfolio
• Conceptualize and drive retailer loyalty programs and activities; own Tiwala Bayani Club

Promotion

• Drive campaign plans for reach, brand reminders, …
• Convert brand and portfolio plans in to tactical campaigns (value proposition, benefits narrative, target customers, pricing, activities etc.) with clear KPIs and evaluation
• Allocate and manage A&P resources
• Lead digital campaign activities
• Monitor campaign progress based on KPIs and enhance campaign performance

Knowledge, experience & capabilities

• Sales and Marketing principles, particularly around Campaign Management, Grower, Channel management and Marketing communications
• Understanding of Agri and Rural Marketing concepts and methods
• Understanding of grower/retailer behaviours
• Understanding and experience of digital systems required to implement the Campaign initiatives
• Understanding and experience of data and analytical tools
• Analytical skills to develop insights from the Campaign Execution data points/Capability Initiatives  

Your Career

As a member of the Palo Alto Networks sales team, you will report directly to the Country
Manager. Working exclusively within one of our strategic Customers and Partners in the
Philippines, you will be responsible for building and driving sales to exceed company
objectives and grow the account according to plan. You will be responsible pipeline
review, Demand Gen review, Channel Review, and overall performance management of
sales team activities within the account.

Your Impact
● In this key role, you will be managing the relationship with PLDT Group while
achieving and exceeding revenue targets for the account for both Sell to and
Sell thru
● Also, develop a business plan to maintain and expand our Managed Services
offering with them to support their enterprise customers
● Work closely with Sales Engineering and Professional Services teams to build
complete solution based proposals
● Deliver well-inspected, accurate weekly sales forecasts and pipeline
management
● Ensure account team has well-documented account plan aligned with the value
proposition and differentiated strengths of the company

● Focused inspection of team activities on the account, leveraging relationships
to drive revenue
● Assure teams execute on leveraging alliances and relationships with key
Partners
● Evangelize the Palo Alto Networks Solution Portfolio as you focus on both
building a scalable, repeatable MSSP business with the providers and as you sell
to them to secure their business and enterprise IT and data center networks

The Head of Customer Experience has a key position in the organization and is responsible for the strategy and management of all front-line communication departments in the company. 

They are responsible for the creation of processes, training, and KPI management to maximize the player experience whenever they interact with us, and as a result, are a key contributor to their level of satisfaction with our products.

In this role, you will be responsible for overseeing the Customer Service and VIP service departments, while effectively managing managers and teams to ensure exceptional customer satisfaction. As the Head of Customer Experience, you will play a pivotal role in shaping and implementing customer-centric strategies to enhance the overall experience and build long-lasting relationships with our valued customers.

Responsibilities: 

1. Leadership and Strategy:

   - Develop and execute the overall customer experience strategy aligned with the company's goals and objectives.

   - Provide visionary leadership to the Customer Service and VIP service departments, fostering a customer-centric culture throughout the organization.

   - Collaborate with senior management to define key performance indicators (KPIs) and establish targets for customer satisfaction, loyalty, and retention.

2. Team Management:

   - Manage a team of managers and supervisors, providing guidance, coaching, and support to ensure high-performance levels and professional development.

   - Foster a positive work environment that encourages teamwork, collaboration, and continuous improvement.

   - Establish clear roles and responsibilities for the team members and ensure effective coordination among different departments.

3. Customer Service and VIP Service Oversight:

   - Oversee the day-to-day operations of the Customer Service and VIP service departments, ensuring the highest level of service quality.

   - Develop and implement customer service policies, procedures, and standards to optimize the customer experience.

   - Monitor customer interactions and analyze feedback to identify areas for improvement and implement appropriate action plans.

4. Customer Experience Enhancement:

   - Identify opportunities to enhance the customer experience at every touchpoint, from initial contact to post-purchase support.

   - Collaborate with cross-functional teams to implement customer-centric initiatives, including personalized customer journeys, proactive support, and self-service options.

- Working closely with the Promotions Team and CRM team to both receive pertinent information regarding existing promotions and offers and provide feedback to them to assist in developing and implementing effective and profitable conversion and retention campaigns to feed into the overall global business strategy

   - Stay updated with industry trends and best practices to drive continuous improvement in customer experience strategies.

5. Performance Monitoring and Reporting:

   - Establish performance metrics and regularly assess departmental and individual performance against set targets.

   - Analyse customer feedback, complaints, and service metrics to identify trends, address root causes, and drive improvement initiatives.

   - Prepare comprehensive reports and present findings, recommendations, and progress updates to senior management.

Requirements: 

- Bachelor's degree in business administration, or a related field. A relevant master's degree is a plus.

- Proven experience in a similar role, overseeing customer service and VIP service operations. Ideally in an online gaming setting.

- Strong leadership and managerial skills with the ability to motivate and develop high-performing teams.

- Excellent understanding of customer experience principles and best practices.

- Analytical mindset with the ability to derive insights from data and make data-driven decisions.

- Exceptional communication, interpersonal, and negotiation skills.

- Experience in developing and implementing customer service strategies.

- Familiarity with customer service software and systems.

Remote Work

Flexible Hours

Freelance setup with paid leaves and holidays