Client Experience Lead & Growth Strategist

MicroSourcing; Manila; Hybrid; PHP 650,000 - 1,100,000; Full time

Job summary

MicroSourcing is seeking a Client Experience Account Manager / Team Leader to oversee operations for assigned clients and ensure quality service delivery. You will be the primary client contact across departments and assist in setting up Philippines operations to drive growth.

You will lead performance management initiatives, manage stakeholder relationships, and coordinate cross-team efforts to meet EBITDA and client-satisfaction targets, while optimizing processes and engagement activities.

Qualifications

• Bachelor's degree in any field; master's degree or relevant certifications are a plus.
• At least 3 years of experience in account management, client services, or related role.
• Strong understanding of BPO services, client needs, and operational excellence.
• Excellent interpersonal and communication skills; ability to build client trust.
• Analytical and problem-solving abilities; proficiency in data analysis and reporting.
• Proficiency in CRM software, Microsoft Office Suite, and presentation tools.
• Strong leadership and team management skills.
• Strategic thinking and a customer-centric mindset.

Responsibilities

• Oversee the operation of assigned clients and ensure quality delivery of Microsourcing services.
• Serve as main client liaison across Microsourcing departments and services.
• Assist clients in setting up their Philippines operations and drive growth.
• Drive EBITDA, client growth, reduce attrition, and monitor NPS/ENPS.
• Review client operations and implement performance management, rewards, and development plans.
• Collaborate with site departments to deliver services and manage growth opportunities.

Skills

Interpersonal communication

Analytical thinking

Leadership

Strategic thinking

Customer-centric mindset

Education

Bachelor's degree

Tools

CRM software

Microsoft Office Suite

Job description

MicroSourcing is seeking a Client Experience Account Manager / Team Leader to oversee operations for assigned clients and ensure quality service delivery. You will be the primary client contact across departments and assist in setting up Philippines operations to drive growth.

You will lead performance management initiatives, manage stakeholder relationships, and coordinate cross-team efforts to meet EBITDA and client-satisfaction targets, while optimizing processes and engagement activities.