Head of Client Experience

Tendo by Tonik; Pasig; On-site; PHP 2,400,000 - 3,600,000; Full time

Job summary

Tendo by Tonik is seeking a Head of Client Experience to lead the client success strategy and operations. You will be accountable for strengthening employer partnerships, driving employee loan conversion, and ensuring consistent reporting on partner performance and initiatives.

The role requires establishing structured review rhythms, deploying adoption playbooks, mentoring a team of account managers, and elevating client conversations from tactical issues to strategic account growth.

Qualifications

• 8-12+ years in client success/account management/partner management (fintech or B2B2C context preferred).
• Strong track record in structured reporting and driving adoption initiatives.
• Experience managing enterprise client relationships with executive stakeholders.
• Analytical and data-driven; able to translate metrics into actionable insights.
• Excellent communication, relationship-building, and influencing skills.
• Proven leadership of client-facing teams.

Responsibilities

• Oversee partner employers with a structured "one sheet per employer" view.
• Ensure visibility into employer-level metrics: employee base, uptake, loan volume, credit utilization, repayment rates, relationship strength, and sensitivity rating.
• Monitor trends and identify risks/opportunities.
• Drive execution of uptake initiatives playbook and track planned vs. completed.
• Tailor initiatives per employer context to improve conversion, repayment, and retention.
• Standardize employer operational data and ensure monthly reporting updates.
• Lead and mentor the Client Success team to run data-driven reviews with structured reporting.
• Establish monthly/quarterly review cadences with templates.
• Elevate client conversations from tactical issues to strategic account growth.
• Collaborate with Marketing, Product, Risk to deploy campaigns and remove adoption barriers.

Skills

Client success leadership

Structured reporting

Enterprise relationships

Analytical mindset

Communication & influence

Team mentorship

Job description

The Head of Client Experience is to lead the client success strategy and operations at Tendo. This role is accountable for strengthening employer partnerships, driving employee loan conversion, and ensuring consistent reporting on partner performance and initiatives. The Client Experience Head will establish structured review rhythms, deploy adoption playbooks, and lead a team of account managers to deliver measurable business outcomes.

KEY RESPONSIBILITIES

• Oversee all partner employers with a structured "one sheet per employer" view.
• Ensure visibility into employer-level metrics: employee base, uptake, loan volume, credit utilization, repayment rates, relationship strength, and sensitivity rating.
• Monitor trends (e.g., last 30-day change) and identify risks/opportunities.

2. Conversion & Adoption Initiatives

• Drive execution of the uptake initiatives playbook (quarterly reviews, orientations, wellness events, roadshows, marketing campaigns, sponsorships).
• Ensure planned initiatives are executed on time and tracked (planned vs. completed).
• Tailor initiatives per employer context to improve conversion, repayment, and retention.

3. Operational Excellence

• Standardize employer operational data (billing frequency, master lists, direct marketing, terms, repayment rates).
• Ensure operational indicators are regularly updated and reviewed in monthly reports.
• Drive process alignment with Finance, Product, and Risk to ensure smooth employer operations.
• Lead and mentor the Client Success team (account managers) to run disciplined, data-driven employer reviews.
• Establish monthly/quarterly review cadences with structured reporting (using the provided templates).
• Elevate client conversations from tactical problem-solving to strategic account growth.

5. Cross-Functional Collaboration

• Partner with Marketing, Product, and Risk teams to deploy campaigns and remove adoption barriers.
• Serve as the voice of the client internally - influencing product design, UX, and pricing adjustments.
• Escalate risks proactively and propose corrective actions.

Success Metrics

• Growth in employee loan uptake per employer
• Growth in loaned volume (₱) and healthy credit utilization
• High repayment rates across employers
• Consistency of initiative deployment (planned vs. completed)
• Employer relationship health (strength & sensitivity ratings)
• Revenue contribution from client success portfolio

QUALIFICATIONS

• 8-12+ years in client success, account management, or partner management (preferably fintech, lending, or B2B2C context).
• Strong track record in structured reporting and driving adoption initiatives.
• Experience managing enterprise client relationships with executive-level stakeholders.
• Analytical and data-driven; able to translate metrics into actionable insights.
• Excellent communication, relationship-building, and influencing skills.
• Proven leadership of client-facing teams.