Customer Experience Officer

CIBI Information Inc.; Makati; Sur place; PHP 600 000 - 900 000; Plein temps

Résumé du poste

CIBI Information Inc. in Manila is seeking a Customer Experience Officer to be the trusted advisor to clients and a proactive advocate for service excellence.

You will anticipate needs, resolve issues, and drive value that strengthens long-term partnerships. You will manage strategic accounts, lead cross-functional collaboration, and support growth through stronger service delivery, governance, and performance reviews.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
• 3-5 years of experience in Customer Success, Account Management, Client Relations, or Customer Experience.
• Experience in the Background Screening, BPO, HR Services, Recruitment, Risk Management, or Compliance industry is highly preferred.
• Strong stakeholder management and executive communication skills.
• Proven ability to manage strategic accounts and complex client relationships.
• Excellent analytical, negotiation, presentation, and problem-solving skills.
• Highly organized with the ability to manage multiple high-priority accounts simultaneously.

Responsabilités

• Serve as the primary point of contact for assigned strategic accounts.
• Build and maintain strong executive and operational relationships with client stakeholders.
• Conduct regular business reviews to discuss performance, service improvements, and business opportunities.
• Drive customer satisfaction, retention, and long-term account growth.
• Ensure all client requirements, inquiries, and escalations are managed within agreed service levels.
• Monitor end-to-end customer journeys and identify opportunities to improve the client experience.
• Proactively communicate service updates, operational changes, and issue resolutions.
• Champion a customer-centric culture across internal teams.
• Identify opportunities to increase Share of Wallet through additional services and expanded screening solutions.
• Support commercial discussions, contract renewals, pricing reviews, and client negotiations alongside Sales and Account Management.
• Develop account growth plans aligned with clients’ hiring strategies and business objectives.
• Assist in client win-back and retention initiatives.
• Coordinate with Operations, Product, IT, Compliance, and Finance to ensure seamless service delivery.
• Monitor turnaround times, quality metrics, and operational performance against contractual commitments.
• Ensure timely resolution of operational risks and service disruptions.
• Lead cross-functional action plans to improve client outcomes.

Connaissances

Stakeholder management

Executive communication

Analytical skills

Negotiation

Presentation

Problem-solving

Organizational skills

Formation

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

Description du poste

Be part of CIBI Information Inc., a purpose-driven company at the forefront of enabling better credit decisions in the Philippines and beyond.

ABOUT THE ROLE:

As a Customer Experience Officer, you will be the trusted advisor to clients, a strategic partner to internal stakeholders, and a proactive advocate for service excellence. You will anticipate customer needs, identify growth opportunities, resolve issues before they elevate, and consistently deliver measurable business value that strengthens long‑term client partnerships.

DUTIES AND RESPONSIBILITIES:

Client Relationship Management

• Serve as the primary point of contact for assigned strategic accounts.
• Build and maintain strong executive and operational relationships with client stakeholders.
• Conduct regular business reviews to discuss performance, service improvements, and business opportunities.
• Drive customer satisfaction, retention, and long‑term account growth.

Customer Experience & Service Excellence

• Ensure all client requirements, inquiries, and escalations are managed within agreed service levels.
• Monitor end‑to‑end customer journeys and identify opportunities to improve the client experience.
• Proactively communicate service updates, operational changes, and issue resolutions.
• Champion a customer‑centric culture across internal teams.

Account Growth & Commercial Support

• Identify opportunities to increase Share of Wallet (SOW) through additional services and expanded screening solutions.
• Support commercial discussions, contract renewals, pricing reviews, and client negotiations alongside Sales and Account Management.
• Develop account growth plans aligned with clients’ hiring strategies and business objectives.
• Assist in client win‑back and retention initiatives.

Operational Governance

• Coordinate with Operations, Product, IT, Compliance, and Finance to ensure seamless service delivery.
• Monitor turnaround times, quality metrics, and operational performance against contractual commitments.
• Ensure timely resolution of operational risks and service disruptions.
• Lead cross‑functional action plans to improve client outcomes.

Performance & Reporting

• Prepare and present executive business reviews (QBRs/MBRs).
• Analyze client trends, endorsement volumes, revenue performance, and service metrics.
• Provide actionable recommendations based on operational and commercial insights.
• Maintain accurate account documentation, forecasts, and engagement plans.
• Ensure adherence to company policies, regulatory requirements, and data privacy standards.
• Support client audits, compliance reviews, and due diligence activities.
• Identify operational and commercial risks and recommend mitigation strategies.

JOB SPECIFICATIONS:

• Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
• 3-5 years of experience in Customer Success, Account Management, Client Relations, or Customer Experience.
• Experience in the Background Screening, BPO, HR Services, Recruitment, Risk Management, or Compliance industry is highly preferred.
• Strong stakeholder management and executive communication skills.
• Proven ability to manage strategic accounts and complex client relationships.
• Excellent analytical, negotiation, presentation, and problem‑solving skills.
• Highly organized with the ability to manage multiple high‑priority accounts simultaneously.