Senior Marketing Manager, Customer Experience | Retail | One E-Com Pasay

Job Summary

Your work includes field immersions and store visits to understand customer behavior firsthand and translate insights into actionable improvements.

Areas of Responsibilities

This role focuses on:

• Customer Experience (CX) Strategy – Setting the strategic direction for end‑to‑end customer experience across O+O (offline + online) touchpoints.
• Customer Insights – Identifying pain points and opportunities through data, store immersions, and direct observation of real customer journeys (e.g. queueing, checkout, navigation, service).
• Process Improvement – Designing and optimizing customer experience processes in collaboration with the Operations Process Excellence & Governance team.
• Service Enhancement – Leading CX improvement initiatives that enhance store efficiency, service quality, and customer satisfaction.
• Cross‑Functional Alignment – Partnering with stakeholders to ensure customer‑centric design in all initiatives.
• Digital Innovation – Driving O+O innovations, service enhancements, and digital tools that elevate the overall customer experience.
• Project Leadership – Leading cross‑functional projects related to customer experience transformation.

• Bachelor’s degree in business, Marketing, Operations, or related field (Master’s degree is an advantage).
• 5-10 years of experience in customer experience, operations, retail management, or service excellence roles.
• Strong background in O+O / omnichannel customer journey and retail process improvement.
• Demonstrated experience leading cross‑functional initiatives and managing large‑scale customer experience projects.
• Experience in retail, FMCG, or service‑driven industries is preferred.
• Certifications in Project Management, Lean/Process Improvement, or CX are an advantage.
• A creative yet structured thinker with the ability to design solutions, simplify complex processes, and translate insights into actionable improvements.