Customer Experience Manager

Location: Mandaluyong

Work Setup: Onsite

Schedule: Monday–Friday | Morning Shift

Job Requirements:

• Bachelor's degree in Business Administration, Marketing, Communications, or any related field
• With at least 5–8 years of relevant experience in Customer Experience, Customer Service, Client Relations, or Customer Success roles
• Must have at least 2–3 years of people management experience
• Strong background in customer journey mapping, process improvement, and customer engagement strategies
• Experience in handling customer feedback, escalation management, and service quality initiatives
• Data-driven with experience in analyzing customer metrics, KPIs, and performance reports
• Excellent communication, stakeholder management, and problem-solving skills
• Preferably with experience in hospitality, F&B, or service-oriented industries
  
  
  

• Develop and implement customer experience strategies to enhance customer satisfaction and loyalty
• Monitor and improve customer journey touchpoints across different channels
• Manage customer feedback, concerns, and escalations effectively
• Collaborate with cross-functional teams to improve service delivery and customer processes
• Track and analyze customer metrics and generate insights for business improvements
• Lead and mentor CX team members to achieve operational goals and service excellence