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.