Customer Experience (CX) Manager

Duties & Responsibilities

• Design an NPS methodology specifically for the B2B Telco industry context, distinguishing between Relational NPS (overall partnership) and Transactional NPS (after installation or support tickets).
• Establish the "Inner Loop" (responding to individual feedback) and "Outer Loop" (structural improvements) processes across the organization.
• Execute the end-to-end rollout of the NPS program across all departments.
• Analyze qualitative feedback to identify root causes of friction in the B2B customer journey (e.g., service reliability, billing accuracy, or account management).
• Analyze NPS data alongside operational KPIs (churn rates, uptime, ticket resolution) to find correlations.
• Collaborate with department heads to create Service Improvement Plans (SIPs) based on detractors' feedback.
• Create high-impact dashboards for different stakeholders, highlighting the customer experience initiatives
• Present CX health reports to Senior Management, providing clear recommendations for capital investment or process changes.
• Work closely with Account Managers, Technical Support, and Field Engineers to help them understand their impact on the customer and implement "Closed-Loop" feedback practices.
• Serve as the internal voice that challenges the status quo whenever internal processes conflict with the customer's best interests.
• Ensure that agreed-upon process changes are actually implemented by the respective departments.
• Regularly audit and refine the NPS program to prevent survey fatigue and ensure the data remains relevant as the Telco market evolves.

Qualifications

• 5+ years in Customer Experience, specifically within B2B Telecommunications, Managed Services, or IT Solutions.
• Proven track record of implementing and managing NPS programs from scratch. Deep understanding of "Closed-Loop" mechanics.
• Strong ability to synthesize complex data sets into simple, actionable executive summaries.
• Exceptional command of English (written and verbal). Ability to influence and negotiate at all levels of the organization—from technicians to the Boardroom.
• Familiarity with the Philippine business culture and the unique challenges of the local B2B Telco infrastructure.
• Bachelor’s degree in Business, Communications, Statistics, or a related field. Professional CX certification (e.g., CCXP) is a significant advantage.