Customer Experience Manager

Our Clients; Quezon City; Presencial; PHP 1.200.000 - 2.400.000; Jornada completa

Descripción de la vacante

Our Clients in Metro Manila is seeking a Customer Experience Manager to lead daily billing and collections, issue statements, track payments, and manage aging with clear management reporting.

You will drive CTS/DOAS documentation and loan take-outs, coordinate with banks and internal teams to resolve bottlenecks and ensure timely handovers.

The role requires at least 5 years in billing, collections, and documentation, with 2+ years in supervision, in real estate or related client-facing fields.

Formación

• Bachelor's degree in Accounting, Finance, or related field.
• 5+ years in billing, collections, documentation, and after-sales support.
• Minimum 2 years in supervision managing at least 3 direct reports.
• Experience with loan take-outs, CTS/DOAS, and bank coordination in real estate.
• Industry experience in real estate, healthcare, FMCG, retail, or client-facing sectors.

Responsabilidades

• Lead daily billing and collection operations including SOA issuance and receipts.
• Monitor aging, negotiate payment arrangements, and prepare reports for management.
• Ensure CTS/DOAS, loan take-outs, and titling requirements are complete.
• Coordinate with banks, Sales, Treasury, and Documentation Specialist to resolve bottlenecks.
• Supervise Accounts Management and Customer Care to meet SLAs and CSAT targets.
• Collaborate with Marketing and Treasury on payment strategies and policy improvements.

Educación

Bachelor's degree in Accounting/Finance/Business Administration

Herramientas

Excel

Accounting systems

Descripción del empleo

Customer Experience Manager

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.