Customer Experience Manager with Leasing

Customer Experience Manager

KEY RESPONSIBILITIES

• The Customer Experience Manager is responsible for enhancing every aspect of the customer journey to ensure a seamless, engaging, and satisfying experience.
• This role involves designing and implementing strategies that boost customer engagement, analyzing feedback across channels, and identifying trends to improve interactions and reduce friction.
• Key responsibilities include developing policies and procedures that enhance satisfaction,
• overseeing customer service teams to maintain high-quality support, and collaborating crossfunctionally to align efforts. Lead workflow optimization, foster a customer-centric culture, manage and train staff on best practices, and report key insights to senior leadership.
• Administrative duties and people management are also core aspects of the role.

DUTIES AND RESPONSIBILITIES

Strategy & Execution:

Develop and implement comprehensive customer experience strategies aimed at enhancing overall customer satisfaction, engagement, and retention.

Journey Mapping & Optimization:

Analyze and map customer journeys across all channels and touchpoints to identify pain points, eliminate friction, and improve end-to-end customer interactions.

Feedback & Insights:

Collect, analyze, and act upon customer feedback from surveys, reviews, and direct interactions.

Leverage insights to drive continuous improvements in services and offerings.

Data-Driven Improvements:

Use customer data and key performance metrics (NPS, CSAT, churn rates, etc.) to evaluate

initiatives and recommend data-informed enhancements to processes and experiences.

Customer Complaint Resolution:

Address customer complaints efficiently and implement proactive strategies to prevent

recurring issues, ensuring customer satisfaction and long-term loyalty.

Loyalty & Retention Programs:

Develop and manage customer loyalty and retention programs. Track performance and

continuously refine programs based on customer behavior and results.

Team Training & Enablement:

Educate and train customer-facing teams on customer service best practices and effective

communication to deliver consistent, high-quality experiences.

CEX Policy Development:

Create and refine policies and procedures that improve customer satisfaction and align with organizational goals.

Cross-Department Collaboration:

Partner with Marketing, Sales, Tenant Relations, F&B, and Property Management to ensure an aligned and seamless customer experience across all departments.

Workflow Optimization:

Streamline and optimize customer support and service processes to improve responsiveness and resolution times.

CEX Culture Advocacy:

Promote a customer-centric mindset throughout the company by influencing internal practices and driving employee engagement around customer success.

Leadership Reporting:

Provide regular reports and insights to senior leadership on customer experience trends, areas for improvement, and impact of CEX initiatives

JOB REQUIREMENTS

• Bachelor's degree in Business, Marketing, Communications, or related field
• 3+ years in a customer experience, customer success, or customer service leadership role
• Strong analytical skills with a data-driven decision-making approach
• Proficiency with CEX and CRM tools (e.g Salesforce)
• Excellent communication, problem-solving, and interpersonal skills
• Proven ability to lead cross-functional initiatives and manage change
• Background in office space leasing and/or property management is an advantage.
• Proficient computer skills including the ability to effectively operate MS Word, Excel, and others.
• Excellent communication skills, both oral and written.
• Ability to make good, independent decisions
• Sociable
• Possess or quickly develop good negotiations and conflict resolution skills.
• Well-developed time management skills including the ability to identify, prioritize and complete tasks and projects in an effective and timely manner.

WORK SCHEDULE: Hybrid Work Arrangement but may change depending on Company's

operational needs

Interested applicants can send their CV here:

|

Job Types: Full-time, Permanent

Pay: Php70, Php100,000.00 per month

Benefits:

• Additional leave
• Company Christmas gift
• Company events
• Health insurance
• Life insurance

Application Question(s):

• How many years of experience do you have in customer experience, customer success, or customer service leadership?
• how many years of background experience do you have in office space leasing and/or property management?
• What kind of CEX and CRM tools do you have experience?
• Are you willing to work in Mandaue Cebu City?

Work Location: In person