Customer Experience Manager

Our Clients; Mandaluyong; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Our Clients is seeking a Customer Experience Manager for their Mandaluyong office. The role involves developing customer experience strategies, monitoring customer interactions, and managing feedback to enhance satisfaction.

The ideal candidate will have 5-8 years of relevant experience and strong communication skills. Responsibilities also include leading the CX team to achieve operational goals. This is an onsite position, offering a collaborative work environment.

Qualifications

• At least 5-8 years of relevant experience in Customer Experience or Customer Service.
• 2-3 years of people management experience required.
• Strong background in customer journey mapping and process improvement.

Responsibilities

• Develop customer experience strategies to enhance satisfaction.
• Monitor and improve customer journey across channels.
• Manage customer feedback and concerns effectively.
• Collaborate with teams to improve service delivery.
• Track and analyze customer metrics for insights.
• Lead and mentor CX team members.

Skills

Customer Experience

Client Relations

People Management

Data Analysis

Communication Skills

Problem-Solving

Education

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

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