Data Analytics Ventures Inc. (DAVI)
Data Analytics Ventures Inc. (DAVI)

Customer Success Manager  

Data Analytics Ventures Inc. (DAVI)

  • Pasig, Philippines
    30F, ADB Avenue corner Poveda Street, Ortigas Center, Pasig, Metro Manila, Philippines
    Metro Manila
  • Full timeFULL_TIME

Expired a year ago

Job closed.

Job Description

A Customer Success Manager will be responsible for the following scope:

    1. Customer Operational Support & Contact Center Management
      1. Create overall multi-channel membership support strategy & handling
      2. Provide support to ensure that all Key Performance Indicators (KPIs) / Service Level Agreements (SLAs) are met. Support includes (but not limited to) providing tactical planning for the contact center team, identification of issues & response to the needs of the group
      3. Coordinate the developments of all operational procedures & work instructions for each program in accordance with established standards
      4. Identify business continuity strategies to avoid operations support disruption
      5. Conduct contact center & partner calibration exercise to audit adherence to processes & contact center responses across all channels
      6. Create/ implement projects related to contact center handling improvement to decrease handling time & improve customer experience/satisfaction
      7. Create/ implement projects that positively promote Go Rewards to customers to increase engagement and acquisition

    1. Program Management in relation to Customer Process and Training
      1. Ensure that projects related to Customer Care are carried out. Oversee the project management, launch, implementation, & monitoring from an operational perspective
      2. Work with other departments to develop & review existing & new opportunities for customer process improvement
      3. Oversee customer process development, review & implementation, including training & cascade
    2. c. Customer Sentiment Collection & Analysis - Work with other teams for survey content creation & implementation
      1. - Handle Customer Care vendor coordination & ensure that all contractual agreements, SLAs are monitored & maintained in relation to the vendor relationship
    1. Budget & Vendor Management
      1. Prepare Customer Care Team yearly budget & manage its usage
      2. Review, Endorse, & Approve Points Modification requests following DAVII’s latest Approval Matrix.
      3. Process Customer Care Team OPEX (ex: OB, Transportation, training)
      4. Plan, development & implement membership support including capability assessment, review & identification of potential/existing providers/vendors.
      5. Process documents needed for vendor management (includes but not limited to: Service Agreements, Service Purchase, & Service Payments)

Minimum Qualifications

What we look for in a Customer Success Manager:

  • Graduate of Bachelor's degree in Business Administration, Business Management, Communications Management, Marketing, and other related courses
  • At least 5 years of relevant experience in Customer Success Management role in a supervisory/managerial capacity
  • Has been exposed to CRM, account and client management
  • Has experience in Contact Center setup and management
  • Excellent skills in process design & execution, training & development, and customer service
  • Background and experience in loyalty/rewards program are preferred

Perks and Benefits

  • Work from HomeWork from Home
  • Retirement Benefit PlansRetirement Benefit Plans
  • Special Leave Benefits for WomenSpecial Leave Benefits for Women
  • Single Parent LeaveSingle Parent Leave
  • Life InsuranceLife Insurance
  • Medical / Health InsuranceMedical / Health Insurance
  • Paid Sick LeavePaid Sick Leave
  • Paid Bereavement/Family LeavePaid Bereavement/Family Leave
  • Paid HolidaysPaid Holidays
  • Paid Vacation LeavePaid Vacation Leave
  • Maternity & Paternity LeaveMaternity & Paternity Leave

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Sales and Marketing
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
Robinsons Cyberscape Gamma, Ruby and Topaz Roads, Ortigas Center, Pasig City
Information Services
1 opening

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About Data Analytics Ventures Inc. (DAVI)

Data Analytics Ventures, Inc. (DAVI) offers products and services that perform deep-dive data analysis on brands, consumer behavior, and market demands. DAVI uses rich data foundations to navigate and unlock patterns that will enhance business processes and, thus, ensure friction-free experiences for customers. DAVI’s platform can identify the right price, promotional campaigns, and product assortment. At DAVI, data is the key to identifying customer patterns and insights. More than just crunching numbers amidst evolving market landscapes, the company aims for meaningful engagement and sustainable growth that will accelerate discovery and action for businesses. DAVI helps businesses get a deeper understanding of their brand and category performance. The company's insights help them determine growth drivers and opportunities, improve decisions and calibrate business objectives and actions. DAVI is a foresight-driven company with a diverse mix of industry leaders and up-and-comers who are well-versed in strategic leadership, data innovation, e-commerce, business development, technology, and growth marketing in its operations. The people at DAVI aim for precision in everything they do. DAVI advocates a culture of excellence and knowledge-sharing among its people. Each one is expected to be the very best at what they do and serve as mentors to their colleagues. DAVI gives its people the chance to be part of the wave of the future, as the data industry continues to evolve rapidly. They are empowered to chart the trajectory of their career and have access to programs that help them continuously upskill. As such, the company seeks people who are passionate about uncovering the value and opportunities behind data.

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