Customer Experience Manager

HRTX; Mandaluyong; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

HRTX is seeking a Customer Experience Manager based in Mandaluyong to enhance customer satisfaction and loyalty. The ideal candidate should have a Bachelor's degree and 5–8 years in customer service with strong people management skills.

You will develop strategies, improve customer journey touchpoints, and manage feedback while leading the customer experience team to achieve excellence.

Qualifications

• 5–8 years of experience in Customer Experience or Customer Service roles.
• 2–3 years of people management experience.
• Strong background in process improvement and customer engagement strategies.

Responsibilities

• Develop and implement customer experience strategies.
• Monitor and improve customer journey touchpoints.
• Manage customer feedback and escalations.

Skills

Customer journey mapping

Data analysis

Stakeholder management

Problem-solving

People management

Education

Bachelor's degree in Business Administration, Marketing, or Communications

Job description

Customer Experience Manager

Location: Mandaluyong

Work Setup: Onsite

Schedule: Monday–Friday | Morning Shift

Job Requirements:

1. Bachelor's degree in Business Administration, Marketing, Communications, or any related field
2. With at least 5–8 years of relevant experience in Customer Experience, Customer Service, Client Relations, or Customer Success roles
3. Must have at least 2–3 years of people management experience
4. Strong background in customer journey mapping, process improvement, and customer engagement strategies
5. Experience in handling customer feedback, escalation management, and service quality initiatives
6. Data-driven with experience in analyzing customer metrics, KPIs, and performance reports
7. Excellent communication, stakeholder management, and problem-solving skills
8. Preferably with experience in hospitality, F&B, or service-oriented industries

Key Responsibilities:

1. Develop and implement customer experience strategies to enhance customer satisfaction and loyalty
2. Monitor and improve customer journey touchpoints across different channels
3. Manage customer feedback, concerns, and escalations effectively
4. Collaborate with cross-functional teams to improve service delivery and customer processes
5. Track and analyze customer metrics and generate insights for business improvements
6. Lead and mentor CX team members to achieve operational goals and service excellence