Customer Experience Manager

Drive Customer Success Across Global Partnerships

At Emapta, we don't follow the traditional outsourcing playbook-we rewrite it. For 15 years, we've been connecting businesses with high-performing teams that operate as true extensions of their onshore workforce. As a Certified B Corporation, we use business as a force for good, prioritizing transparency, integrity, and people-first practices. With above-average retention rates and tailored talent solutions, we empower professionals like you to grow meaningful careers while helping companies worldwide achieve lasting success.

Job Description

Be part of our team as a Customer Experience Manager and lead customer-facing operations with excellence. You will manage key client relationships, oversee performance standards, and guide teams in delivering world-class service-all while ensuring every interaction creates value for both clients and customers.

Job Overview

Employment type: Full time

Shift: Night

Work setup: Hybrid, Baguio

Benefits

• Competitive salary package
• Hybrid work arrangement
• Prime office location in Baguio (accessible by PUVs, with nearby restaurants and banks)
• HMO coverage with free dependent upon regularization
• Fully customized Emapta laptop with peripherals
• 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

Qualifications Needed

• 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

Responsibilities

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; escalate 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

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