Associate Director, Client Relations & Growth

Emapta Global; Mandaluyong; On-site; PHP 3,500,000 - 5,500,000; Full time

Benefits offered by this job

HMO coverage with free dependent upon定

Prime office location in Ortigas

Salary Advance Program through banking

Unlimited upskilling through Emapta

Gym access and trainer

Lifestyle perks

Employee referral incentives

Standard government benefits

20 annual leaves (5 convert to cash)

Job summary

Emapta Global invites an Associate Director, Client Relations & Growth to lead the strategic direction behind global retention and revenue growth, guiding enterprise portfolios and executive partnerships to translate client insight into lasting business value worldwide.

You will mentor leaders, drive organic growth within existing accounts, and oversee service delivery and governance across global client programs, while partnering with Sales, Finance, and IT to deliver integrated solutions.

Qualifications

• More than 8 to 10 years of progressive leadership experience in Service Delivery, Client Success, Account Management, Sales, or related function within BPO, Offshoring, Shared Services, or Professional Services.
• More than 3 to 5 years of experience leading managers or senior leaders.
• Proven success in managing enterprise client portfolios and senior client relationships.
• Experience driving organic growth within existing client accounts through account expansion, upselling, cross-selling, or new service opportunities.
• Experience supporting commercial discussions, proposals, pricing, contract renewals, and Statements of Work.
• Demonstrated ability to balance customer experience, operational delivery, and commercial growth objectives.

Responsibilities

• Define and execute the overall Customer Experience strategy across assigned client portfolios.
• Provide executive oversight of strategic client relationships to strengthen customer satisfaction, retention, and long-term partnerships.
• Support Senior Customer Experience Managers in executive client engagements, governance meetings, commercial discussions, and critical business reviews.
• Lead strategic solution development for complex client requirements with cross-functional leaders.
• Oversee portfolio growth, retention, and sustainable revenue growth within existing client accounts.
• Monitor customer health, satisfaction, retention, and engagement trends to mitigate risks and identify opportunities.
• Partner with Sales and Business Development on account planning, proposals, and commercial discussions.

Skills

Customer Experience leadership

Executive stakeholder management

Consultative selling

Account growth & upselling

Commercial acumen

Data-driven decision making

People leadership & coaching

Education

Bachelor's degree in Business Administration, Marketing, Communications, Management, or related field

Job description

Lead the Client Strategy Behind Global Retention and Revenue Growth

Turn high-value client partnerships into stronger commercial performance and global expansion. As Emapta's Associate Director, Client Relations & Growth, you'll guide enterprise portfolios, strengthen executive partnerships, and turn client insight into sustainable growth. Build lasting business value worldwide while expanding your leadership impact within Emapta's high-performing top 1% talent community.

Your Platform for Global Client Leadership

• Employment Type: Full-time
• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Education

• Bachelor's degree in Business Administration, Marketing, Communications, Management, or a related field
• Certifications in Customer Experience, Service Management, or Leadership, preferred

Experience

• More than 8 to 10 years of progressive leadership experience in Service Delivery, Client Success, Account Management, Sales, or a related function within the BPO, Offshoring, Shared Services, or Professional Services industry
• More than 3 to 5 years of experience leading managers or senior leaders
• Demonstrated success in managing enterprise client portfolios and senior client relationships
• Proven experience in driving organic growth within existing client accounts through account expansion, upselling, cross-selling, additional headcount, or new service opportunities
• Demonstrated ability to identify and qualify sales opportunities based on client needs and business challenges
• Experience in supporting commercial discussions, proposals, pricing, contract renewals, and Statements of Work
• Demonstrated success in leading Customer Experience, Customer Success, or service transformation initiatives
• Proven ability to balance customer experience, operational delivery, and commercial growth objectives

Skills

• Customer Experience and Client Success leadership
• Consultative selling and commercial acumen
• Account growth, upselling, and cross-selling
• Executive stakeholder management and negotiation
• Service delivery and operational excellence
• Financial, revenue, and profitability management
• Data-driven decision-making and executive reporting
• People leadership, coaching, and performance management

Your Daily Tasks

Customer Experience Strategy & Client Leadership

• Define and execute the overall Customer Experience strategy across assigned client portfolios
• Provide executive oversight of strategic client relationships to strengthen customer satisfaction, retention, and long-term partnerships
• Support Senior Customer Experience Managers in executive client engagements, governance meetings, commercial discussions, and critical business reviews
• Serve as the executive escalation point for high-risk client issues, complex operational challenges, and commercial concerns
• Translate customer requirements into effective operational strategies across managed accounts
• Champion customer-centric practices that continuously enhance the overall client experience
• Monitor customer health, satisfaction, retention, and engagement trends to proactively mitigate risks and identify opportunities
• Lead strategic solution development for complex client requirements in partnership with cross-functional leaders

Service Delivery Leadership

• Provide strategic oversight of service delivery performance across multiple client portfolios
• Ensure consistent execution of contractual obligations, SLAs, quality standards, governance requirements, and compliance obligations
• Establish delivery frameworks, operating standards, and best practices that promote operational excellence
• Oversee workforce performance, capacity planning, resource utilization, and operational efficiency
• Lead enterprise-wide service recovery initiatives for high-impact operational issues
• Ensure alignment across Customer Experience, Recruitment, Operations, Finance, Payroll, IT, Customer Enablement, Marketing, and People & Culture
• Own portfolio growth strategies focused on customer retention, organic growth, account expansion, and sustainable revenue growth within existing client accounts
• Drive organic growth through a deep understanding of client business needs and opportunities for additional headcount, upselling, cross-selling, scope expansion, and new services
• Develop qualified commercial opportunities from existing client relationships and partner with relevant teams to advance opportunities through the sales pipeline
• Use customer insights, service performance, and relationship knowledge to identify client needs and develop value-based solutions
• Support the end-to-end sales cycle for existing accounts, from opportunity identification and qualification through solution development, commercial discussions, close, and operational handover
• Partner with Sales and Business Development teams on account planning, opportunity qualification, solution development, proposals, and commercial discussions
• Build trusted client relationships that create opportunities to introduce additional services and capabilities based on genuine business needs
• Oversee Statements of Work, contract renewals, pricing discussions, and commercial negotiations
• Maintain visibility across the portfolio growth pipeline, revenue performance, and profitability
• Monitor growth opportunities and recommend actions to improve conversion, organic revenue growth, and customer lifetime value
• Contribute to broader organizational growth planning and market expansion initiatives

Leadership & Organizational Capability

• Lead, coach, mentor, and develop a team of Senior Customer Experience Managers
• Build leadership capability through succession planning, coaching frameworks, and talent development initiatives
• Establish performance expectations and accountability across Customer Experience teams
• Foster a culture of collaboration, innovation, customer centricity, and continuous improvement
• Lead organizational change initiatives that support transformation, digital adoption, and operational maturity
• Champion employee engagement, leadership development, and high-performance culture initiatives
• Align workforce planning with current and future business needs

Governance, Reporting & Business Performance

• Establish governance standards for Customer Experience operations
• Oversee portfolio performance reporting, workforce analytics, operational dashboards, financial performance, and customer success metrics
• Review and analyze business performance indicators to identify risks, trends, and improvement opportunities
• Present executive-level business reviews, operational insights, and strategic recommendations to senior leadership and clients
• Ensure reporting accuracy, data integrity, and compliance with organizational governance standards
• Monitor operational, financial, and customer KPIs to ensure achievement of business objectives

Stakeholder & Executive Partnership

• Build strong relationships with executive stakeholders across client organizations and internal business functions
• Represent the Customer Experience organization in executive leadership meetings and strategic initiatives
• Partner with Growth, Recruitment, Finance, IT, Marketing, Customer Enablement, People & Culture, Legal, and Executive Leadership to deliver integrated customer solutions
• Influence strategic decisions that improve customer outcomes and organizational performance
• Promote cross-functional collaboration to deliver consistent customer experiences globally

Operational Excellence & Transformation

• Lead enterprise-wide continuous improvement initiatives that strengthen service quality, operational scalability, and customer outcomes
• Define and continuously improve Customer Experience operating models, governance frameworks, methodologies, and best practices
• Sponsor digital transformation initiatives and Agile adoption across Customer Experience teams
• Oversee enterprise knowledge management and operational documentation standards
• Lead multiple strategic programs and cross-functional initiatives aligned with organizational priorities
• Identify organizational risks and implement mitigation strategies to strengthen business continuity and operational resilience
• Champion innovation, automation, and operational excellence throughout the Customer Experience function

Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.

Be part of a team that showcases Filipino excellence to the world. With over 30 offices across 11 countries and 1,200+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.

At Emapta, you're not just joining a company-you're becoming part of a thriving community of 12,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.

"We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire."