Customer Experience Manager

Our Clients; Quezon City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Our Clients is seeking a Customer Experience Manager (Accounts Management & Customer Care) to lead billing and collections, ensure accurate loan documentation, and drive timely unit turnovers in a dynamic real estate environment.

The role oversees a team handling high‑volume billing, customer care, and SLA compliance while coordinating with banks, sales, and treasury to optimize cash flow and customer satisfaction. A strong background in finance and real estate is required.

Qualifications

• Bachelor’s degree in Accounting, Finance, Business Administration, or related field.
• At least 5 years in billing, collections, documentation, and after-sales support.
• Minimum 2 years in a supervisory role with at least 3 direct reports.
• Experience with loan take-outs, CTS/DOAS documentation, and bank coordination in real estate is preferred.
• Industry experience in real estate, healthcare, FMCG, retail, e-commerce, or client-facing companies.

Responsibilities

• Lead daily billing and collection operations including SOA issuance and payment tracking.
• Ensure completeness of CTS/DOAS documentation and coordinate with banks and teams to resolve SLAs.
• Coordinate unit turnover readiness with the project team and Treasury to manage balances and timetables.
• Supervise Accounts Management and Customer Care teams to meet collection targets and CSAT.
• Collaborate with Marketing, Treasury, and Management on payment strategies and policies.

Skills

Billing & collections

Documentation coordination

Team leadership

Customer care excellence

Strategic collaboration

Education

Bachelor's degree in Accounting, Finance, Business Administration, or related field

Tools

Excel

Accounting systems

Bank accreditation processes

Job description

Customer Experience Manager (Accounts Management & Customer Care)

Key Responsibilities

• Billing and Collection Management: Lead daily billing and collection operations, including Statement of Account (SOA) issuance, payment tracking, and official receipt generation. Drive collection efficiency, manage overdue accounts, negotiate payment arrangements, and monitor account aging while preparing analytical reports for Management.
• Documentation and Loan Take-Out: Ensure the completeness and accuracy of Contract to Sell (CTS), Deed of Absolute Sale (DOAS), loan take-outs, and titling requirements. Drive timely loan take-outs by coordinating with banks, Sales, Treasury, and the Documentation Specialist to resolve SLA bottlenecks.
• Unit Turnover Coordination: Lead the accounts and documentation readiness for unit turnovers, ensuring buyer documents, balances, and loan take-out requirements are fully completed. Partner with the project team on handover scheduling, Treasury on balance collection timing, and manage client communications to minimize cancellations.
• Customer Care and Team Leadership: Supervise and coach the Accounts Management and Customer Care team to meet collection targets, documentation SLAs, and customer satisfaction (CSAT) metrics. Resolve complex billing, payment, and documentation escalations within agreed timelines.
• Strategic Alignment: Collaborate with Marketing on customer-facing initiatives that support timely payments, and align with Treasury and Management on collection strategies, cash flow timing, and policy improvements.

Qualifications

• Education: Bachelor's degree in Accounting, Finance, Business Administration, or a related field.
• Professional Experience:
• At least 5 years of experience in billing, collections, documentation, and after-sales support.
• Minimum 2 years in a supervisory or team lead role managing at least 3 direct reports.
• Demonstrated experience handling loan take-outs, CTS/DOAS documentation, and bank coordination in a real estate setting is highly preferred.
• Industry Background Requirement: Must have previous experience in a real estate and property development company, healthcare, FMCG, retail, e-commerce, or any client-facing company.

Technical Knowledge

• Strong understanding of financial processes, collection strategies, account aging management, and regulatory/contractual documentation requirements related to property sales.
• Proficient in accounting systems and Microsoft Excel (capable of preparing reports, analyzing collections data, and tracking SLAs independently).
• Familiarity with Pag-IBIG, in-house financing, and bank accreditation processes is a strong advantage.
• Key Competencies: Excellent communication, coordination, and problem-solving skills with the ability to manage clients, internal teams, and external partners (banks, legal, treasury) concurrently in a fast-moving, accountability-driven environment.