Customer Excellence Manager - Philippines - The Nile Group

    The Nile Group
    The Nile Group Philippines

    7 oras ang nakalipas

    Retail
    Paglalarawan

    The Company

    The Nile is one of Australia and New Zealand's leading pure-play online bookstore, dedicated to bringing readers closer to the stories and ideas they love. We pride ourselves on offering an extensive selection of books, from bestsellers to niche genres, all delivered straight to our customers' doors from around the world. 

    We maintain an operations team of 40-50 people in the Philippines, which handles all of our customer support and most other backend functions. All of our employees work from home.

    The Role

    The Customer Excellence Manager is the ultimate owner of customer service quality, systemic improvement, and contact center operational excellence — with the overarching goal of delivering consistently positive customer experiences and high satisfaction levels.

    The Mission

    To lead the development and execution of customer experience strategies that drive measurable improvements in satisfaction, loyalty, and advocacy, while embedding a culture of customer-centricity across the organization.

    Role Specifics

    1. Deep Root Cause Analysis & Systemic Fixes
    • Investigate every significant service failure or recurring complaint to identify true root causes (not surface-level symptoms)
    • Conduct structured root cause analysis across:

    o Process gaps

    o Workflow inefficiencies

    o Systems/tech limitations

    o Policy weaknesses

    o Training deficiencies

    o Cultural/mindset issues

    • Design and implement permanent corrective actions
    • Prevent recurrence through documentation, training, and cross-functional alignment

      2. Cross-Functional Customer Resolution Leadership

    • Ensure customer issues are not "closed" until structurally resolved
    • Act as internal advocate for the customer voice across departments

      3. Proactive Service Quality Management

    • Identify trends before they escalate into systemic issues
    • Establish early-warning indicators for service breakdown
    • Recommend preventative improvements to protect service standards

      4. Process Design & Continuous Improvement

    • Redesign flawed or outdated procedures
    • Build clear documentation and decision frameworks
    • Introduce scalable service standards aligned with business growth
    • Champion operational discipline and consistency

      5 . People Leadership & Culture Reset (When Needed)

    • Address skill gaps through coaching and targeted training
    • Elevate service mindset and accountability
    • Initiate cultural reset where systemic service failures reveal deeper issues
    • Model ownership, curiosity, and customer obsession

    Hard Skills/Experience Requirements

    Must have:

    • Proven experience conducting root cause analysis and implementing permanent fixes
    • Experience working in a medium-sized enterprise with headcount below 100.
    • Direct leadership experience managing small-medium teams and individual contributors
    • Must be a reader: i.e. an active consumer of books and familiar with book industry terminology and buying behavior

    Strongly Preferred: 

    • Experience in ecommerce or online retail (physical products)
    • Experience working with Australian companies
    • Background in bookselling, publishing, or book retail
    • Exposure to operational excellence or process improvement methodologies

    Soft Skills & Cultural Fit

    • Highly analytical with strong systems thinking
    • Calm, confident, and decisive under pressure
    • Strong cross-functional influencer (without formal authority)
    • Excellent written and spoken English
    • Comfortable working with international stakeholders
    • Naturally curious and improvement-driven
    • Able to operate independently with minimal supervision
    • People-focused but performance-oriented
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