Client Experience Manager – Real Estate Operations

Langford Staffing; Metro Manila; On-site; PHP 1,900,000 - 2,171,000; Full time

Job summary

Langford Staffing is seeking a Customer Service Manager in a role that directly leads client-facing teams. You will manage workloads, coach staff, monitor performance, and drive client retention while ensuring quality and timely service.

The ideal candidate has strong experience in customer success and people management within high-volume service environments. The position requires coordinating with internal departments and external partners, maintaining documentation standards, and delivering

Qualifications

• Four or more years in customer experience, success, service delivery, or related recurring-service field.
• At least two years of formal people-management with direct reports.
• Experience coaching, evaluating performance, and addressing underperformance.
• Experience handling escalations, renewals, and client-retention risks.
• Experience assigning work, monitoring deadlines, and holding employees accountable.
• Experience coordinating across departments, vendors, or external partners; using KPIs, dashboards, CRM, ticketing, or workflow-management systems.
• Excellent written and spoken English.
• Strong organization, judgment, prioritization, and follow-through.
• Ability to be assertive and direct while remaining calm and professional.
• Able to work independently during Eastern Time business hours.
• Reliable internet, backup connectivity or power, and a professional environment for calls.

Responsibilities

• Directly manage, coach, and evaluate client-facing employees.
• Assign workloads and priorities; ensure deadlines are met.
• Conduct regular one-on-one meetings, coaching, and performance reviews.
• Investigate missed commitments and poor-quality work; address root causes.
• Create performance-improvement plans and reassign or replace when needed.
• Oversee customer onboarding, check-ins, and follow-ups.
• Lead service-recovery efforts for at-risk clients and escalations.
• Monitor contract renewals and client-retention activities.
• Coordinate service requests across internal departments and external partners.
• Ensure teams follow systems, documentation standards, and escalation procedures.
• Produce reports on risks, overdue work, and team performance.
• Improve workflows, service standards, reporting, and accountability.

Skills

People management

Customer experience

English communication

Prioritization

Accountability

Cross-functional coordination

KPIs & dashboards

Tools

CRM

Ticketing systems

Workflow management

Job description

Langford Staffing is seeking a Customer Service Manager in a role that directly leads client-facing teams. You will manage workloads, coach staff, monitor performance, and drive client retention while ensuring quality and timely service.

The ideal candidate has strong experience in customer success and people management within high-volume service environments. The position requires coordinating with internal departments and external partners, maintaining documentation standards, and delivering