Customer Experience Training and Education Manager  

Oversees the successful launch sustainability of the ABS CBN RespectKapamilya Customer Experience strategic initiative through the implementation and delivery of consistent and effective communication campaigns and training programs that will foster a customer-first culture across all LOBs.

Communication Plan Design and Execution

• Develops and executes annual strategic and tactical communication programs in support of the CEXP strategic initiative together with partner teams across all LOBs.
• Conducts periodic assessments of communication plans to ensure attainment of program KPIs and develop interventions, as needed, to enhance employee awareness, interest and engagement.
• Own the communication governance process to ensure roll-out of communication plan across LOBs adhere uniformly to set messaging and content standards.
• Identify and lead the development of new commnunication channels and strategies for CEXP campaigns to increase efficiency and effectiveness.

Learning and Development

• Manage the existing CEXP signature service experience and certification workshops to ensure consistent, effective and timely roll-out across employees and teams of different LOBs.
• Conduct periodic assessments to gauge effectiveness, retention and adoption of standards and practices imparted through workshops and training sessions.
• Function as the lead trainer for all CEXP signature experience and certification programs.
• Scale up the existing CEXP signature service experience and certification workshops by growing the base of certified trainers across LOBs.
• Work with different subject matter experts to assess additional training needs and document best practices to update and enhance existing CEXP training curriculum.
• Maintain CEXP learning management system, knowledge base and other future platforms that will enhance access and scalability of CEXP training resources to employees or different LOBs.
• Develop and implement CEXP rewards and recognition program to help propagate and incentivize adoption of RespectKapamilya values and acknowledge outstanding programs/initiatives that foster or promote the CEXP strategic inititative.

Budget Management

• Assists/Coordinates with the Finance Officer in the budget preparation for different RespectKapamilya training initiatives.
• Monitors training-related expenses to ensure they are within the budget. Coordinates with FO regarding monitoring of expenses against budget.

Management Reporting

• Develops reports and presentations to upper management concerning the status and outcome of training programs

Others

• Work with external suppliers and consultants to execute/enhance CEXP communication campaigns and training programs
• Take active participation when there are department/company events/programs/project.

Strategic Thinking and Customer Orientation

• Strategic Thinker with strong business acumen and customer orientation; able to leverage on these qualities to deliver messages and training that impact business performance; Able to multitask and manage multiple concurrent projects; Able to adapt to frequent changes in the workload. Able to work independently with minimal guidance.

• Bachelor's Degree graduate preferably in Psychology, HROD, Education or Communication
• With at least 5 years' experience in a L&D role, ideally from a service-oriented organization
• Able to manage the full training cycle, including training creation, in-person training, role playing and shadowing/feedback
• Past experience in managing communication and change management campaigns a plus
• Excellent organizational and public speaking skills
• Must be customer-oriented, highly analytical, organized, detail oriented; able to lead/influence/collaborate with others
• Excellent written and oral communication skills
• Highly proficient in MS Office applications
• Hands-on experience with e-learning and knowledge management platforms an advantage