Head of Client Experience & Growth

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

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.