Consumer Experience Manager

Play it Forward; Metro Manila; On-site; PHP 400,000 - 800,000; Full time

Job summary

Play it Forward is seeking a Customer Experience Manager to bridge customers and the brand across online and offline touchpoints. You will analyze feedback, collaborate with marketing, IT, and sales to improve services, and drive loyalty through proactive CX initiatives.

The role emphasizes data-driven decision making, strong communication, and the ability to translate customer needs into actionable improvements for products and services, keeping pace with evolving CX technologies.

Qualifications

• Bachelor’s degree in marketing, communications, advertising, business management, or a related field.
• At least 2 years’ experience in customer experience or a similar customer-support role.
• Experience gathering and interpreting customer experience information.
• Knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office and CX/CRM software.
• Excellent interpersonal, communication, and problem-solving skills.

Responsibilities

• Gathers and interprets customer experience data to drive improvements.
• Collaborates with marketing, IT, production, and sales to enhance services.
• Maintains documentation of processes and logs feedback.
• Monitors CX trends and new CRM technologies.
• Ensures customer touchpoints across channels are engaging and effective.
• Communicates insights to stakeholders and supports CX initiatives.

Skills

Customer experience analysis

Cross-functional collaboration

Communication skills

Problem-solving

Project management

Interpersonal skills

Education

Bachelor’s degree

Tools

CRM software

MS Office

CX platforms

Job description

JOB SUMMARY

Customer Experience Managers (CEM) bridges the gap between the customer and the brand. Their jobs ensure that each touchpoint across the customer journey is engaging, efficient, and effective. A successful Customer Experience Manager often increases customer satisfaction rates, increases customer loyalty, and gains more referrals from those loyal customers.

QUALIFICATIONS

• Tracking customer experiences across online and offline channels, devices, and touch points.
• Collaborating with creatives, IT developers, as well as the production, marketing, and sales teams to enhance customer services and brand awareness.
• Aligning customer experience strategies with marketing initiatives. as well as informing customers about new product features and functionalities.
• Identifying customer needs and taking proactive steps to maintain positive experiences.
• Analyzing customer feedback on product ranges and new releases, as well as preparing reports.
• Performing product tests, evaluating after-sales and support services, and facilitating improvements.
• Documenting processes and logging technical issues, as well as customer compliments and complaints.
• Keeping informed of industry trends and new CRM technologies.

DUTIES & RESPONSIBILITIES

• A bachelor’s degree in marketing, communications, advertising, business management, or in a related field preferred.
• At least 2 years’ experience as a customer experience specialist, or a similar customer support role.
• Extensive experience in gathering and interpreting customer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM softwares.
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.