Client Experience Manager

🌟 Orchestrate the client experience.

Join Smartsourcing as a Client Experience Manager and help us elevate the way we serve, engage, and grow with our partners. We're after a leader who can turn coordination into collaboration and processes into partnerships. Here, leadership is as much about people as it is about performance.

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 3 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 fifth 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:

• 😊 Weekends are yours (we respect your time off)
• 🎄 5-day Christmas Leave (unwrap real time off)
• 👩‍⚕️ Healthcare from Day 1 for you and your family (because healthcare matters)
• ☕ Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• 💰 Night shift differential for evening schedules
• 🏋️ Subsidized gym membership and sports wellness clubs including hiking and free-diving
• 🙌 Smartsourcing Exclusives (deals made just for you)
• 🥳 Themed BFFs, monthly knockoffs, summer parties
• 🧘🏼‍♂️ Community give-back programs and personal development workshops

• And so much more!

We're not just another outsourcing company. We’re building something that actually matters here – a place where good work meets good culture. 

Lead with purpose. Apply today and help us make every client experience smarter. 💼