Client Experience Specialist

2 weeks ago

Ortigas Metro Manila, Philippines Satellite Office Full time ₱800,000 - ₱1,200,000 per year

CLIENT EXPERIENCE SPECIALIST

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A/AN CLIENT EXPERIENCE SPECIALIST?

The purpose of this role is to facilitate digital marketing booking workflow, acting as the liaison and primary point of contact for the Client Partner team (who own the client relationship) and the Digital Trading team, who are responsible for campaign activation. This is a conduit role ensuring end clients are able to activate their bookings on platform, and coordinating between internal teams to ensure optimal efficiency. This role will require strong organisational skills, a proactive mindset, and a passion for digital performance media.

As a Client Success Coordinator, you will play a critical support role at News Xtend. Working closely with Client Partners, you'll help manage creative and reporting workflow, as well as general support to deliver exceptional digital marketing campaigns for Xtend's Tier 2 accounts.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES?

  • Support the execution of digital campaigns in SEM, Paid Social and Programmatic channels for Xtend customers, ensuring SLA's are met for all briefed work including campaign setup, creative asset delivery, and dashboard reporting

  • Assist Client Partners prepare for strategic monthly and quarterly client calls by inputting performance data and insights for presentation

  • Work cross-functionally with Xtend's Digital Trading and Creative teams to manage campaign optimisations, brief creative updates, and ensure on-time delivery of assets

  • Monitor campaign health, identify early signs of performance issues or creative fatigue, and escalate insights to Digital Trading team for resolution

  • Stay informed on our digital product suite (The Trade Desk, Google, Meta, LinkedIn, etc.) to support the Client Partner team in identifying strategic upsell opportunities

WHAT ARE WE LOOKING FOR?

Capabilities & Competencies

  • Clear, professional communication skills with the confidence to collaborate and contribute with internal stakeholders

  • Strong attention to detail, a problem-solving mindset, and an eagerness to learn

  • Strong customer service skills include SLA management and prioritization

Key Metrics

  • Stakeholder feedback

  • Meet or exceed SLAs for BAU activity and critical response and resolution

  • OKR completion

Education & Experience

  • Comfort working with cross-functional teams and structured workflows

  • Previous exposure to digital advertising platforms (Google Ads, Meta, LinkedIn) is a plus

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