Take Ownership of Client Experience, Team Growth, and Operational Impact on a Global Scale
At Emapta Philippines, we don't just connect talent to global opportunities-we craft careers that inspire growth and impact. Our culture thrives on trust, collaboration, and continuous development, empowering professionals to push boundaries, learn constantly, and make meaningful contributions. Here, you're invited to exceed expectations, work with world-class teams, and shape a career that grows with both your ambitions and your life.
Your Role In Action
Be part of our client's team as a Customer Experience Manager (AU Telco), where you'll lead global teams, manage client relationships, and ensure seamless service delivery. You'll proactively address client needs, drive operational excellence, support cross-functional collaboration, and identify growth opportunities-helping clients succeed while enhancing employee engagement and building long-term partnerships.
Career Snapshot
Employment Type: Full-Time
Shift: Day Shift, Weekends Off
Work Setup: Onsite, Makati/Mandaluyong
Perks and Benefits
- Competitive Salary Package
- Prime office location in Metro Manila (Easy access to MRT stations, restaurants, and banks)
- HMO coverage with free dependent upon regularization
- Fixed weekends Off
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
What We're Looking For
- Bachelor's degree (BS or BA) or equivalent work experience
- Must have AU Telco experience
- At least 6 years of experience in Customer Success, Account Management, Service Delivery, and/or Operations, preferably in a BPO or staffing environment
Skills:
- Proven ability to build and maintain strong client relationships through a consultative, relationship-driven approach
- Track record of delivering results in fast-paced, deadline-driven environments while managing multiple priorities
- Experience in account growth strategies, including upselling and cross-selling to maximize client value
- Strong people management experience, with focus on mentoring, coaching, and team development
- Exceptional communication skills (verbal, written, and presentation) with the ability to engage effectively across phone, email, and in-person meetings
- Strong analytical and problem-solving skills, with attention to detail and data-driven decision-making
- Proficiency in Microsoft Office Suite and other relevant business tools
- Solid understanding of legal contracts, IT systems, HR policies, procedures, and Philippine labor laws
- Highly adaptable with a strong work ethic, team-first mindset, and innovative problem-solving approach
- Ability to develop and maintain cross-functional relationships, effectively translating business value to customers
- Proven ability to engage and influence customer management and key decision-makers in a positive, results-oriented manner
Your Key Responsibilities
Client Management
- Execute all client requirements, ensuring alignment with expectations by assessing, clarifying, and validating customer needs
- Address client requests, concerns, and escalations proactively, ensuring swift resolution and a seamless experience
- Participate in regular check-ins, business reviews, and performance assessments to reinforce the value of Emapta's services and drive continuous improvement
- Collaborate with internal departments (Growth, Marketing, Recruitment, Finance, People & Culture, IT, Customer Enablement, and Executive Leadership) to meet performance objectives and exceed client expectations
- Coordinate solution development across teams to address client needs, escalations, and service requests effectively
- Ensure adherence to contract terms, SLAs, and labor laws to guarantee compliance and operational excellence
- Serve as the designated secondary point of contact supporting the Senior Delivery Manager
People Management & Development
- Work with Sales and Recruiting teams to ensure clients receive the best-matched talent for their needs
- Provide industry insights and workforce trends to clients, helping optimize staffing strategies
- Monitor client staff performance, engagement levels, and job satisfaction through check-ins, ticket resolution tracking, and feedback loops
- Handle escalations related to employee performance, conflicts, or workplace challenges, ensuring timely and professional resolution
- Address and resolve concerns from both clients and client staff to reduce turnover and enhance job satisfaction
- Recommend performance management frameworks, staff retention strategies, and engagement initiatives as needed
- Ensure all staffing placements comply with contractual agreements, legal regulations, and company policies
- Cultivate a positive, motivating, and results-driven work environment that enhances productivity and engagement
Growth
- Identify and drive opportunities for upselling and cross-selling across Emapta's suite of offerings to maximize client value
Reporting & Data Insights
- Partner with internal and external stakeholders to develop accurate, insightful reporting on account performance and workforce analytics
- Communicate trends, insights, and strategic recommendations to drive operational enhancements and client success
Stakeholder Management
- Build strong relationships with key internal and external stakeholders to enhance client staff performance and overall customer satisfaction
- Maintain clear and proactive communication channels, keeping stakeholders informed about evolving processes, best practices, and performance metrics
Process Optimization & Additional Responsibilities
- Contribute to process improvement initiatives to enhance efficiency, scalability, and effectiveness of client service delivery
- Perform additional duties as assigned, ensuring agility and responsiveness to business needs
Why We Stand Out Among the Rest!
Join Emapta, recognized as one of the Top 20 Dream Companies for Filipinos in 2024. With a 50/50 gender ratio and a culture rooted in care and empathy, you'll feel valued from day one. We're committed to growing talent and setting you up for success.
Be part of a team that showcases Filipino excellence to the world. With 20 offices across 11 countries and 1,000+ clients, you'll create real impact every day-whether you work from home or on-site. Our 100% virtual recruitment process makes it easy to get started.
At Emapta, you're not just joining a company-you're becoming part of a thriving community of 10,000+ professionals growing careers with purpose. And behind every partnership we build is a deep respect for people and the impact they make.
We place integrity at the heart of everything we do and truly value the human experience. That's why, for clients, it's a profound and transformational process that gives them the opportunity to achieve the business growth they desire.
Tim Vorbach, CEO
#EmaptaEra
