Customer Experience Manager (Accounts Management & Customer Care) CX

Customer Experience Manager (Accounts Management & Customer Care) Key Responsibilities Billing and Collection Management: Lead daily billing and collection operations, including Statement of Account (SOA) issuance, payment tracking, and official receipt generation. Drive collection efficiency, manage overdue accounts, negotiate payment arrangements, and monitor account aging while preparing analytical reports for Management. Documentation and Loan Take-Out: Ensure the completeness and accuracy of Contract to Sell (CTS), Deed of Absolute Sale (DOAS), loan take-outs, and titling requirements. Drive timely loan take-outs by coordinating with banks, Sales, Treasury, and the Documentation Specialist to resolve SLA bottlenecks. Unit Turnover Coordination: Lead the accounts and documentation readiness for unit turnovers, ensuring buyer documents, balances, and loan take-out requirements are fully completed. Partner with the project team on handover scheduling, Treasury on balance collection timing, and manage client communications to minimize cancellations. Customer Care and Team Leadership: Supervise and coach the Accounts Management and Customer Care team to meet collection targets, documentation SLAs, and customer satisfaction (CSAT) metrics. Resolve complex billing, payment, and documentation escalations within agreed timelines. Strategic Alignment: Collaborate with Marketing on customer-facing initiatives that support timely payments, and align with Treasury and Management on collection strategies, cash flow timing, and policy improvements. Qualifications Education: Bachelor's degree in Accounting, Finance, Business Administration, or a related field. Professional Experience: At least 5 years of experience in billing, collections, documentation, and after-sales support. Minimum 2 years in a supervisory or team lead role managing at least 3 direct reports. Demonstrated experience handling loan take-outs, CTS/DOAS documentation, and bank coordination in a real estate setting is highly preferred. Industry Background Requirement: Must have previous experience in a real estate and property development company, healthcare, FMCG, retail, e-commerce, or any client-facing company. Technical Knowledge: Strong understanding of financial processes, collection strategies, account aging management, and regulatory/contractual documentation requirements related to property sales. Proficient in accounting systems and Microsoft Excel (capable of preparing reports, analyzing collections data, and tracking SLAs independently). Familiarity with Pag-IBIG, in-house financing, and bank accreditation processes is a strong advantage. Key Competencies: Excellent communication, coordination, and problem-solving skills with the ability to manage clients, internal teams, and external partners (banks, legal, treasury) concurrently in a fast-moving, accountability-driven environment.