Partner Experience Manager

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.

Requirements

About You

Must-Have Qualifications

Bonus Points for

Benefits

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 :

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.