黑料社

Customer Experience Manager | Hybrid | Makati | Night

APPLY Job Description

Build Global Partnerships With a Team That Champions Talent

At Emapta, we believe exceptional talent deserves opportunities that reach far beyond borders. As a global outsourcing partner, we connect world-class professionals in the Philippines with leading companies across industries-from tech and finance to real estate and customer experience. Our approach focuses on building dedicated teams that empower businesses while helping professionals grow meaningful, long-term careers. With a culture rooted in collaboration, innovation, and people-first values, Emapta creates an environment where expertise thrives, ideas are valued, and careers evolve on a global stage. Here, your work contributes to real impact while you grow alongside passionate teams supporting international clients every day.

Job Description

As a Customer Experience Manager, you will lead client relationships, guide service delivery teams, oversee operational performance, and ensure outstanding customer experience outcomes across multiple accounts. You will manage reporting, resolve escalations, and deliver data-driven insights that strengthen partnerships and drive continuous service improvements.

Job Overview

Employment type: Full time

Shift: Night shift, Weekends Off

Work setup: Hybrid, Makati

Exciting Perks Await!

Competitive Salary Package

Hybrid work arrangement

HMO coverage with free dependent upon regularization

Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)

Fixed weekends off

Emapta customized laptop with extra monitor and 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: https://emapta.com/training-calendar/)

Free 24/7 access to our office gyms (Ortigas and Makati)

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

A Bachelor's degree (BS or BA) or equivalent work experience.

At least 5 years of experience in Client Services or Account Management.

Exceptional communication skills across 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.

Your Daily Tasks

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 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 enhance 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 requirements.

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.

Why We Stand Out Among the Rest!

Join Emapta, recognized as one of HR Asia's Best Companies to Work For in Asia 2025. 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

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