Customer Experience Architect

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

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.