Sr. Manager, Customer Reference

Built for Growth. Backed by Heart. Driven by You. Emapta is more than just a workplace-it's where your career finds meaning. We partner with leading global brands to bring opportunities closer to exceptional talent. Our people-first approach means you get the tools, support, and culture you need to thrive. From flexible work setups to world-class teams, we're building a future where every Filipino professional can shine on an international stage-without leaving the country. With us, you don't just grow, you grow with purpose, with passion, and with a team that celebrates your journey every step of the way. Job Description As the Senior Manager, Customer Reference & Advocacy Marketing , you'll lead customer advocacy initiatives-including developing case studies, managing testimonials, and securing marketing consents. You'll oversee the company's presence on review platforms like G2 and Glassdoor, build systems for collecting and responding to customer feedback, and help shape brand reputation. You'll also drive global customer communications, working cross-functionally to deliver updates on products and services. Additionally, you'll contribute to building a connected customer community through curated content, engagement programs, and trust-building initiatives that deepen customer relationships. Job Overview Employment type: Full-time Shift: Flexible shift Work setup: Permanent WFH Exciting Perks Await Competitive Salary Package Permanent WFH arrangement HMO coverage with free dependent upon regularization Flexible shift schedule 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 Experience 10+ years in customer communications, marketing communications, or customer advocacy roles -preferably in B2B or outsourcing industries. Proven experience leading customer reference, testimonial, or advocacy programs at scale. Background in crafting communications for global customers , ideally in outsourcing, SaaS, or tech-enabled services. Skills Exceptional verbal and written communication skills, with the ability to deliver clear, compelling, and customer-focused messaging. Skilled in developing case studies, thought leadership, and customer-facing content that builds trust and demonstrates value. Strong stakeholder management-experienced in securing approvals and managing customer consent processes. Excellent project management skills, with the ability to juggle multiple priorities, meet deadlines, and collaborate across Sales, Marketing, Product, and Customer Experience teams. Solid understanding of reputation management across platforms like Clutch, G2, Glassdoor, and Google Business, including tracking sentiment and responding to feedback. Strategic thinker with a hands‑on approach to execution. Experienced in crisis communications-capable of managing sensitive issues, mitigating risks, and protecting brand reputation through timely, transparent messaging. Tools & Tech Proficient with Microsoft 365, HubSpot, and project management tools such as Monday.com or Asana. Hands‑on experience with review platforms (e.g., Clutch, G2, Glassdoor ) and a clear understanding of their role in shaping B2B brand reputation. Your Daily Tasks Customer Advocacy, Testimonials & Case Studies Lead the development of customer case studies, from interviews and approvals to final content production. Manage the customer reference and testimonial database to support Sales and Marketing. Secure and track customer consents for use across owned and third‑party marketing channels. Review Site & Reputation Management Oversee Emapta's presence on platforms like Clutch, G2, Glassdoor, and Google Business. Develop and maintain processes for collecting reviews, responding to feedback, and strengthening brand reputation. Monitor sentiment, identify trends, and support proactive brand positioning in the outsourcing space. Customer Communication Strategy Design and manage customer communication programs. Collaborate with Marketing, Sales, Customer Experience, and Product teams to share key updates on product enhancements, process improvements, and new technologies. Community Building & Customer Engagement Help create a global customer community through curated content, events, forums, and reference programs. Support initiatives that foster trust, transparency, and long‑term customer engagement. 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