Customer Experience Manager | Hybrid | Day/Night Shift

Lead Connections. Build Experiences. Drive Success. Create lasting partnerships, empower teams, and shape exceptional customer experiences that leave a mark across borders. This role blends innovation, collaboration, and people management, giving you the opportunity to lead international teams, create real impact, and make your mark in the world of global outsourcing while enjoying a fulfilling, balanced career. Job Description As a Customer Experience Manager , you will lead the charge in building and maintaining strong client relationships, optimizing service delivery, and driving performance excellence. Your leadership will ensure seamless collaboration across teams while delivering meaningful insights that enhance customer experience and satisfaction. Job Overview Employment type: Full-time Shift: Night shift, Weekends Off Work setup: Hybrid, Makati Exciting Perks Await HMO coverage with free dependent upon regularization Competitive Salary Package Night differential pay to maximize your earnings Hybrid work arrangement Prime office location in Makati (Easy access to MRT stations, restaurants, and banks) Fixed weekends off Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) Unlimited upskilling through Emapta Academy courses (Want to know more? Visit ) Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Fun engagement activities for employees Mentorship and exposure to global leaders and teams Career growth opportunities Diverse and supportive work environment The Qualifications We Seek A Bachelor's degree (BS or BA) or equivalent work experience. At least 3 years of experience in Client Services or Account Management. Exceptional communication skills in phone, email, and presentations. Proven ability to develop and maintain cross-functional relationships. Strong analytical, time management, and problem-solving skills. A proactive approach to translating business value into customer success. Your Daily Tasks Client Management Build and maintain strong relationships with key client staff and customers. Develop and implement action plans to support customer business needs. Schedule and lead regular meetings and business reviews to ensure client satisfaction. Serve as the primary point of contact for client requests and complaints; elevate issues when needed. Ensure compliance with contract terms and labor laws for both the company and clients. Collaborate with Growth, Marketing, Recruitment, Finance, People and Culture, IT, Customer Enablement, Customer Engagement, and Executive Management to meet account performance goals. Address client staff concerns through cross-functional coordination. Lead and oversee the site Internal Service Delivery Team (ISDT) to improve daily customer interactions. Meet required standards for First Response Time and Average Handling/Resolution Time. Maintain accurate reports on seat allocation and utilization. Review invoice-impacting data weekly to ensure 100% accuracy. Reporting Collect, analyze, and interpret performance data for client staff. Create comprehensive reports and performance summaries. Communicate insights and trends to stakeholders and senior management. Provide actionable recommendations to improve metrics and performance. Coordinate with internal and external stakeholders to align reporting needs and preferences. Stakeholder Management Identify and engage key stakeholders to understand needs and expectations. Maintain clear and consistent communication channels. Inform stakeholders of process updates and best practices. Address stakeholder concerns proactively to strengthen relationships. Ensure satisfaction with the Customer Experience Management (CXM) team. Other Responsibilities Perform administrative and non-administrative tasks as assigned by company representatives through written or verbal instructions. Why We Stand Out Among the Rest Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success. Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started. At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make. "We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire." Tim Vorbach, CEO #EmaptaEra #J-18808-Ljbffr