Customer Experience Manager

create synergies inc.; Philippines; On-site; PHP 180,000 - 280,000; Full time

Job summary

create synergies inc. is seeking a senior Customer Experience leader to shape and execute strategies that boost customer satisfaction and loyalty. You will map journeys, identify improvement opportunities, and drive cross-functional initiatives across the organization.

The role requires strong data-driven decision making, excellent communication, and proven people management. Preference for candidates with hospitality or service-oriented industry experience.

Qualifications

• Bachelor's degree in a related field is required.
• 5–8 years in Customer Experience/Service/Client Relations/Customer Success.
• 2–3 years of people management experience.
• Strong background in customer journey mapping, process improvement, and engagement strategies.
• Experience handling feedback, escalation management, and service quality initiatives.
• Data-driven with ability to analyze customer metrics and KPIs.
• Excellent communication and stakeholder management skills.
• Hospitality/F&B/service industries experience is preferred.

Responsibilities

• Develop and implement customer experience strategies to boost satisfaction and loyalty.
• Monitor and improve customer journey touchpoints across channels.
• Manage customer feedback, concerns, and escalations effectively.
• Collaborate with cross-functional teams to enhance service delivery and processes.
• Track and analyze customer metrics and generate actionable insights.
• Lead and mentor CX team members to achieve service excellence.

Skills

CX Strategy

Customer journey

Stakeholder management

Communication excellence

Problem solving

Hospitality exposure

Education

Bachelor's degree in Business Administration/Marketing/Communications

Job description

Job Requirements

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

Key Responsibilities

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

Job Details

Location: Mandaluyong

Work Setup: Onsite

Schedule: Monday–Friday | Morning Shift