Customer Experience Manager

Job Description

Customer Experience Manager

Main/Internal Job Title

Customer Experience Manager Headcount 1

External Job Title (if applicable

Effective Date ASAP

Location Metro Manila (Work from Home)

Department Operations Shift Day

Reports To (Manila) Director of Customer Service and Operations

Prepared by David Prichard

Dotted Line Supervisor (if applicable)

Updated Feb 17, 2026

The Company The Nile Group is an online retailer of books, headquartered in Australia. We sell books to readers in several key markets around the world, via our websites and other sales channels. We maintain an operations team of 40-50 people in the Philippines, which handles all of our customer support and most other backend functions. All of our employees work from home.

The Role

Lead and take ultimate responsibility for the quality and efficacy of our customer service, across all channels.

The Mission

Ensure our customer service meets and exceeds the expectations of our customers.

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Role Specifics

. Train our Philippine-based agents (initial onboarding and ongoing) in how to provide customer service, following our standard operating procedures. This included initial onboarding training and ongoing refresher/upskill training

. Effectively educate our Philippines team in what customer service means to Australians and what our customers expect from them. NB: due to their different socio-cultural background, our agents enter the company with a very different understanding of customer service, which is not compatible with Australian expectations. Correcting this misalignment is an indispensable part of the role.

. Identify and fix the root cause of every discovered case of poor customer service, so that it does not happen again. Appropriate fixes will very according to each case, but may include: - Identifying and correcting process and/or procedural gaps, coordinating with stakeholders involved, updating documentation and implementing training. - Adding or completely replacing existing procedures to cover customer service scenarios, when the status quo is defective or inadequate. -Addressing agent errors or failures through gap training, support and/or appropriate people management. -Instigating a major reset of mindset, when major failings of culture or understanding emerge.

. Maintain consistency of output and quality of across all agents, through coaching, training and other support.

. Develop the problem-solving skills of agents so they can handle and resolve more complex problems for customers.

Hard Skills/Experience Requirements Must have:

. Experience managing customer service or customer experience in house for a medium-sized enterprise comparable to the Nile Group.

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In house means working directly and exclusively for the company or brand, as opposed to servicing a BPO client or campaign. You should expect to be directly managing and engaging with small teams (e.g. 2-10 members) and individual contributors. If your experience and expertise is in handling headcounts in the hundreds and with a strong middle-management layer, this may not be the role for you.

. Relevant work experience outside of a traditional BPO setting (e.g. working for an online retailer or medium-sized startup).

. Must be an active consumer of books: i.e. someone who buys and reads books as a part of normal life. You must be familiar with the terminology and unique characteristics of books.

Good to have:

. Experience working for an Australian company.

. Experience working for an ecommerce company, especially online retail of physical products.

. Experience in the book industry (e.g. bookselling or publishing).

Soft Skills/Cultural Requirements

. Must be a people person who enjoys building and maintaining relationships

. Excellent spoken and written English

. Relaxed and confident dealing with foreigners/non-Filipinos

. Able to work independently and proactively, with limited supervision

. Collaborative and inquisitive mindset

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