Customer Experience (CX) Manager

RISE; Makati; On-site; PHP 669,600 - 892,800; Full time

Benefits offered by this job

Competitive salary

HMO for you and your family

Flex time for some roles

Job summary

A leading telecommunications company in the Philippines is seeking an experienced Customer Experience Manager. The role focuses on designing and executing an NPS program tailored for the B2B telecommunications sector. Responsibilities include analyzing customer data, collaborating on service improvements, and presenting insights to management. Ideal candidates will have over 5 years in Customer Experience within B2B Telecommunications and a strong command of English. This position offers a competitive salary, benefits, and a supportive work culture.

Qualifications

• 5+ years in Customer Experience within B2B Telecommunications.
• Proven track record of managing NPS programs.
• Exceptional command of English.

Responsibilities

• Design NPS methodology for B2B Telco context.
• Analyze NPS data alongside operational KPIs.
• Collaborate to create Service Improvement Plans.

Skills

Customer Experience Management

Data Synthesis

Stakeholder Communication

Education

Bachelor’s degree in Business, Communications, Statistics

Job description

Overview

RISE mission is to Accelerate Internet for the Philippines - we do this by focusing on the overall customer experience; providing excellent internet services while creating a positive impact on our partners and their industries.

From very humble beginnings and with a desire to carry out our mission, we have grown to serve business and wholesale customers in Cebu, Manila, and Davao. Our business customers come from varying industries, such as real estate, IT, and business process outsourcing, to name a few. They all require high-quality service and great customer support.

To deliver the best customer experience, RISE works exclusively with technical services company Pathfinders, through which we maintain our benchmark average of 1.8 weeks installation time for business clients. We operate GetaFIX, the biggest Internet eXchange in the Philippines that helps the efficiency of content and connectivity in the country. We also operate Open Access Network, a Fiber as a Service offering that helps reduce complexity for developers and telecommunication companies while increasing customer satisfaction.

Throughout the group, we foster a performance-based culture, where team members are encouraged to take ownership and exceed expectations for their projects. We practice transparency by conducting regular check-ins and quarterly performance reviews, which helps us achieve goals and continuously advance together. We promote work-life balance and have team activities, such as monthly get-togethers to celebrate our wins, and sponsor work-related training and conferences.

Be part of a growing mission-oriented business that requires new leaders who are proficient, proactive, and direct. Be rewarded with great colleagues, a supportive environment, a competitive salary, and a compensation package that includes HMO for you and your family. Flex time is offered for some roles and your teammates will be there to help as you further hone your skills and accomplish responsibilities. Make a difference and grow with us.

Duties & Responsibilities

• Design an NPS methodology specifically for the B2B Telco industry context, distinguishing between Relational NPS (overall partnership) and Transactional NPS (after installation or support tickets).
• Establish the "Inner Loop" (responding to individual feedback) and "Outer Loop" (structural improvements) processes across the organization.
• Execute the end-to-end rollout of the NPS program across all departments.
• Analyze qualitative feedback to identify root causes of friction in the B2B customer journey (e.g., service reliability, billing accuracy, or account management).
• Analyze NPS data alongside operational KPIs (churn rates, uptime, ticket resolution) to find correlations.
• Collaborate with department heads to create Service Improvement Plans (SIPs) based on detractors' feedback.
• Create high-impact dashboards for different stakeholders, highlighting the customer experience initiatives
• Present CX health reports to Senior Management, providing clear recommendations for capital investment or process changes.
• Work closely with Account Managers, Technical Support, and Field Engineers to help them understand their impact on the customer and implement "Closed-Loop" feedback practices.
• Serve as the internal voice that challenges the status quo whenever internal processes conflict with the customer's best interests.
• Ensure that agreed-upon process changes are actually implemented by the respective departments.
• Regularly audit and refine the NPS program to prevent survey fatigue and ensure the data remains relevant as the Telco market evolves.

Qualifications

• 5+ years in Customer Experience, specifically within B2B Telecommunications, Managed Services, or IT Solutions.
• Proven track record of implementing and managing NPS programs from scratch. Deep understanding of "Closed-Loop" mechanics.
• Strong ability to synthesize complex data sets into simple, actionable executive summaries.
• Exceptional command of English (written and verbal). Ability to influence and negotiate at all levels of the organization—from technicians to the Boardroom.
• Familiarity with the Philippine business culture and the unique challenges of the local B2B Telco infrastructure.
• Bachelor’s degree in Business, Communications, Statistics, or a related field. Professional CX certification (e.g., CCXP) is a significant advantage.

Hiring Process

Our team recognizes the importance of your candidacy, and we want to ensure that your application receives the attention it deserves. We aim to give our applicants a good experience by being timely, efficient, and direct. Rest assured that your application will be carefully reviewed and processed promptly.

Privacy Statement

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