Position: CRM Head (Telco)Location: MandaluyongWork Setup: OnsiteSchedule: Monday to Friday Major Function: The Head of Customer Relations Management is responsible for overseeing and managing various touch points related to customer care, including escalation and fulfillment, technical field support, and branch/customer experience center operations. They are tasked with developing strategies to meet key performance indicators and ensure excellence in customer experience across all touch points. Additionally, they oversee vendor management and churn management initiatives to support the organization's overall business strategy. Specific Duties & Responsibilities: Organizational Strategy: Monitor day-to-day operations of CRM teams to ensure efficiency and productivity.Develop contact management strategies for each customer segment to meet business requirements.Manage VIP account management and initiate projects to reduce customer defects.Review and manage vendor performance and enforce contractual obligations.Support marketing retention programs through execution and frontline skilling. People: Provide developmental opportunities to team members and develop leadership within the team.Execute strategies aligned with company goals and demonstrate leadership and expertise. Process and Tools: Initiate process improvements and automation to enhance customer service.Enable the team to manage customer transactions effectively and integrate quality tools into business processes.Provide feedback on customer experience and service failures to internal stakeholders. Cost: Drive cost-to-serve initiatives for operational efficiency and deliver manpower and OPEX forecasts. Qualifications: Bachelors Degree or equivalentMinimum 8 years of experience managing a Customer Service team, preferably in a technical or telecommunications account, at a managerial level. Competencies, Skills & Other Requirements: Knowledge of systems and processes related to customer care management.Experience in managing a large team of employees.Ability to manage multi-media touch-point interactions.Fluency in English, both oral and written.Proficiency in MS Office tools, especially MS Excel.Competencies in contact management, workforce management, business acumen, strategic thinking, decision-making, customer focus, change management, and teamwork.