Aboitiz Foods is an integrated regional food and agribusiness company dedicated to creating a high-performance culture anchored on our time-honored values of Integrity, Teamwork, Innovation, and Responsibility. Through the collective strengths of our subsidiaries, Pilmico and Gold Coin, we believe in sustainably feeding Asia’s growth from mill to meal.
We are constantly improving and optimizing our processes by integrating the value chain around Asia. We leverage our sector expertise and capabilities to deliver quality every time. With our world-class technology and culture of constant innovation, we devote ourselves to serving you better.
At Aboitiz Foods, we embrace change and inspire innovation, leading the way in food and agribusiness solutions. Join us as we shape the future of food in Asia and build a culture where, together, we nourish the future.
As our Customer Experience (CX) Manager, you will be the strategic architect responsible for bridging the gap between customer expectations and organizational execution. You will oversee the end-to-end framework for capturing the Voice of the Customer (VoC), measuring service quality, and leveraging data to drive cross-functional process improvements across all business units.
QualificationsTo be successful in this role, you must possess deep structural discipline in the following areas:
Service Quality Frameworks (e.g., SERVQUAL): Advanced capability in establishing, measuring, and implementing metrics that impact service quality for both internal and external stakeholders. You should be highly skilled at analyzing the gaps between customer expectations and actual service delivery across online and offline touchpoints.
CRM & CX Technology Architecture: Deep discipline in leveraging CRM technologies and CXM platforms to optimize efficiency, track customer trends, and ensure meticulous documentation of customer queries, complaints, and compliments. You will actively evaluate and suggest new systems and tools to improve our operational delivery.
Business Process Management (BPM) & QMS: Proven discipline in discovering, modeling, analyzing, and automating business processes. You will be expected to integrate Quality Management System (QMS) requirements into daily workflows and apply risk-based thinking to drive continuous improvement.
Data-Driven Mindset & Storytelling: An advanced analytical ability to turn raw customer data into actionable insights. More importantly, you must have the communication discipline to align cross-functional leaders (Sales, Marketing, Production, IT) and influence a customer-centric cultural shift.
Leadership: At least 5 years of experience in a Managerial Leadership role. They must have a proven track record of managing team performance (such as leading assistant managers or data supervisors).
Additional InformationAnswer these initial questions:
Describe a time when you used a service quality framework (such as SERVQUAL or VoC) to identify a core customer pain point, and explain how you mapped or automated a business process to fix it permanently.
“Which CRM or Customer Experience Management (CXM) platforms have you successfully evaluated, implemented, or optimized to track omnichannel customer touchpoints?
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Skills Required
- At least 5 years of experience in a managerial leadership role
- Proven track record of managing team performance, such as leading assistant managers or data supervisors
- Advanced capability establishing, measuring, and implementing service quality metrics using frameworks such as SERVQUAL
- Experience analyzing gaps between customer expectations and service delivery across online and offline touchpoints
- Experience leveraging CRM technologies and Customer Experience Management platforms
- Experience evaluating or implementing systems for tracking customer queries, complaints, compliments, and omnichannel touchpoints
- Proven experience with Business Process Management, including discovering, modeling, analyzing, and automating business processes
- Experience integrating Quality Management System requirements into workflows and applying risk-based continuous improvement
- Advanced analytical ability to convert customer data into actionable insights
- Strong communication and cross-functional leadership skills to align Sales, Marketing, Production, and IT
What We Do
PILMICO FOODS CORPORATION, the food and agribusiness subsidiary of Aboitiz Equity Ventures, is considered as one of the largest flour milling companies in the Philippines. We are primarily engaged in the manufacture of wheat flour and wheat by-products and have been ranked among the top three domestic flour producers in terms of sales. We import both soft and hard wheat, the primary raw material for our products, from the United States and Canada. All our flour products are fortified with Vitamin A and Iron, and certified with Halal and Sangkap Pinoy seal. Through our Research and Training facilities located in Luzon and Mindanao, we also offer technical services and bakery trainings to meet the needs of our stakeholders. Our products are distributed all over Philippines through distributors and dealers. We have also expanded the reach of our flour products to the ASEAN region, exporting to countries like: Vietnam, Thailand, Malaysia, Myanmar and Hongkong. True to our brand promise of being Partners for Growth, we advance our business and communities by providing business solutions and building partnerships for growth
