Client Experience Lead — Growth & Ops (Hybrid/Onsite)

MicroSourcing International; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

MicroSourcing seeks a Client Experience Account Manager to lead client operations and ensure high-quality service delivery. You will be the primary liaison across departments, helping clients set up Philippine operations and drive growth.

You will oversee client EBITDA, growth targets, attrition reduction, and Net Promoter Scores while guiding cross-functional teams and ensuring engagement and performance management.

Qualifications

• Bachelor's degree in any field required.
• At least 3 years in account management or client services.
• Strong understanding of BPO services and client needs.
• Excellent interpersonal and communication skills.
• Proficiency in data analysis and reporting.
• CRM software proficiency and MS Office.
• Strong leadership and team management abilities.
• Strategic thinking with a customer-centric mindset.

Responsibilities

• Oversee the operation of assigned clients and ensure quality delivery.
• Serve as the main client contact across Microsourcing departments.
• Assist clients in setting up Philippines operations and drive growth.
• Oversee EBITDA, client growth, attrition reduction and NPS metrics.
• Coordinate with site departments to meet service delivery targets.
• Maintain account details and ensure accurate, timely billings.

Skills

Account management

Client services

BPO knowledge

Interpersonal skills

Analytical thinking

Data analysis

Reporting skills

CRM tools

Leadership

Team management

Strategic thinking

Customer-centric

Education

Bachelor's degree

Master's degree

Certifications

Tools

Excel

Microsoft Office

Presentation tools

Job description

MicroSourcing seeks a Client Experience Account Manager to lead client operations and ensure high-quality service delivery. You will be the primary liaison across departments, helping clients set up Philippine operations and drive growth.

You will oversee client EBITDA, growth targets, attrition reduction, and Net Promoter Scores while guiding cross-functional teams and ensuring engagement and performance management.