Customer Experience Specialist-Manager (After-Sales)

Location: Mandaluyong

Work Setup: Onsite

Schedule: Monday–Friday | Morning Shift

Job Requirements:

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

Key Responsibilities:

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