Customer Experience (CX) Assistant Manager - Davao

Job Title: Customer Experience Assistant Manager - Davao (Fixed-Term Contract)
Location: Davao City (Field)
Contract Duration: 8 Months
 

MAIN JOB PURPOSE

The role is responsible for developing CX Strategies that align with the company’s goals and customer expectations.  The role should be able to identify all the touchpoints a customer goes through, pinpoints challenges customers face at each touchpoint, and identify key areas of improvement in the organization.   This role reports to the CX Experience DT and Depot Manager.

JOB SUMMARY

• Customer facing account management for VisMin ROG Customers (Gaisano Grand, KCC, Alturas and La Nueva) CX operations.

• Monitor key performance indicators (KPIs) such as but not limited to service levels, OSA, inventory management, returns.

• Understand customer needs to identify the right servicing model for each account

• Collaboration with cross-functional teams to ensure high customer service level and on time deliveries.

• Identify and implement improvements for processes to enhance efficiency and effectiveness in customer support and service delivery.

• Collect, analyze, and act on customer feedback through surveys, interviews, and other channels to continuously improve our products and services.

• Joint business Planning and Business Reviews with customers

• Advocate use of automation and digitization to provide prescriptive solutions to customers

KEY REQUIREMENTS

• Bachelor’s Degree in Science (preferably IE, Management Engineering or related field)

• At least 2 years of CX or Planning experience or Supply Chain Related Functions

• Fresh grads with strong communication skills and active leadership experience are open to apply

• E2E supply chain knowledge across Plan, Source, Make and Deliver.

• Deep understanding of customer-centric practices and a passion for delivering exceptional customer experiences.

• Ability to work collaboratively, build relationships, lead, and deliver results through virtual networks.

• Excellent verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively

• Digital & Technology Savvy

• Project Management Skills

• An “outside-in” mind-set.

• Ability to work effectively with various cultures, with minimal supervision.

Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their ‘Whole Self’ to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.