Customer Success Manager  

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

1. 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. 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
      2. - Handle Customer Care vendor coordination & ensure that all contractual agreements, SLAs are monitored & maintained in relation to the vendor relationship
2. 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)

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