Strategic Customer Experience Lead

CIBI Information Inc.; Makati; On-site; PHP 600,000 - 900,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Stakeholder management

Executive communication

Analytical skills

Negotiation

Presentation

Problem-solving

Organizational skills

Education

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

Job description

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.