Customer Experience Manager - (Smartsourcing - Customer Experience)

Join the Team That’s Changing the Game – Smartsourcing’s 4-Time Best Company to Work For

Hi! We’re Smartsourcing, and we’re looking for a Customer Experience Manager to join our team full-time, on-site. This is your chance to experience a work culture where growth, innovation, and authenticity are not just buzzwords—they’re how we do things every day.

Where?JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu About the Role of Customer Experience Manager

As a Customer Experience Manager (or as we like to call it, CX Maestro), you’ll be the driving force behind ensuring our clients’ extension office in Cebu runs like a well-oiled machine. You’ll oversee project plans, client-specific training, and process documentation, ensuring all KPIs and SLAs are met. Think of yourself as the conductor of the customer experience orchestra—except cooler, because you’ll have access to cutting-edge tools and a team that’s as passionate as you are.

Key Responsibilities

• Draft Master Services Agreements (MSA) and Position Descriptions (PD) based on client needs.
• Lead client onboarding, including intro meetings, documentation, and action item tracking.
• Develop and execute training plans, ensuring trainees are equipped with the right skills and knowledge.
• Monitor KPIs and SLAs, providing daily, weekly, and monthly performance reports.
• Manage client communication, including weekly updates, monthly invoices, and payment follow-ups.
• Oversee team performance, conduct annual reviews, and ensure engagement in company activities.
• Collaborate with the Information Management team for ServiceDesk and PowerBI setup.
• Continuously improve processes and workflows to enhance efficiency and client satisfaction.

About You

Must-Have Qualifications

• At least 5 years of experience in Client Relations, Business Development, or Process & Systems Development.
• Proficiency in Microsoft Office, GSuite, and other computer applications.
• Experience in documenting workflows and processes.
• Strong client engagement and communication skills.
• Basic phone customer service training and workshops.
• MBA or equivalent supervisory/management experience is preferred.

Bonus Points for

• Have outstanding interpersonal and leadership skills.
• Are a strategic thinker with strong analytical and reasoning abilities.
• Can work efficiently under tight deadlines with minimal supervision.
• Believe that “good enough” is never good enough.

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We’re here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fourth year running, we’ve been recognized as one of HR Asia’s Best Companies to Work For. This award isn’t just a title—it’s a testament to our commitment to making Smartsourcing an incredible place to build a career. Why You’ll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That’s why we’re all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work because we know that when you love where you work, extraordinary things happen. Here’s just a glimpse of what we offer:

• Fixed weekends off
• 5-day Christmas Leave
• HMO coverage for you and your dependent/s from Day 1 of employment
• Group life insurance from Day 1 of employment
• Free lunch + soft breakfast every day
• Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
• For the night shifters, additional NIGHT DIFF + COLA
• Sports wellness clubs including hiking and free-diving
• Subsidised gym membership at Anytime Fitness
• Engagement bonuses
• Over-the-top monthly, quarterly, and annual performance bonuses
• Exclusive discounts in selected restaurants and merchants
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops
• And so much more!

Ready to build a smarter career with Smartsourcing? Apply now and be part of something bigger—where you are truly valued, every step of the way.