Customer Experience Manager at Ten Group

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

14 May, 26

Salary

0.0

Posted On

13 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Journey Design, CX Transformation, Analytical Mindset, Stakeholder Influence, Strategic Thinking, Operational Execution, CX KPI Tracking, Continuous Improvement, Member-Centric Innovation, Intellectual Curiosity, Problem-Solving, Collaboration, Service Quality, Roadmap Prioritization, Data Analysis

Industry

Travel Arrangements

Description

Job Title: Customer Experience (CX) ManagerAbout the Role Ten is building a global Customer Experience (CX) team to design and deliver compelling, seamless experiences for our members worldwide — both online and offline. As part of a globally positioned team with regional representation, the CX Manager will report to the CX Director and act as a critical bridge: Between functions within their region Between the region and global service support You will bring expert knowledge of the full customer journey, understanding how each touchpoint either enhances or hinders the delivery of an exceptional member experience. Key Responsibilities1. Customer Journey Excellence Identify pain points and opportunities across the end-to-end customer journey Remove “clunky” or fragmented experiences to create seamless interactions Drive excellence in service quality, operational productivity, and member value Enhance the full member lifecycle, including onboarding, recovery, optimisation, and advocacy Champion a strong member-first mindset within your region 2. CX Strategy & Framework Development Contribute to the global CX framework led by the CX Director Partner with Operational and Product teams to establish best-practice approaches for delivering CX improvements Collaborate with global peers and regional managers to inform, influence, and co-create CX roadmap priorities Remove barriers that prevent a seamless, high-value member experience Align regional initiatives with global CX strategy 3. Insight, Analytics & Continuous Improvement Manage systems of customer insight to enable data-driven CX decision-making Develop and monitor key performance metrics to measure customer experience Consolidate and investigate known issues and improvement areas Use data and insight-led approaches (including mystery shopping and competitive analysis) to uncover and prioritise unknown gaps Provide a unified view of service performance and opportunity areas to inform roadmap prioritisation across departments 4. Cross-Functional Delivery & Governance Collaborate across departments delivering customer-facing activities Co-create and execute the CX roadmap and delivery programme Ensure alignment with related initiatives (e.g., proposition development, product roadmaps, member communications, training programmes) Highlight interdependencies across projects and resources to ensure cohesive execution Skills & Experience Strong understanding of end-to-end customer journey design and optimisation Experience driving CX transformation in a matrix, multi-regional environment Analytical mindset with the ability to translate data into actionable insights Proven ability to influence stakeholders across functions and seniority levels Strategic thinking combined with operational execution capability Experience defining and tracking CX KPIs and success metrics Passion for continuous improvement and member-centric innovation What Sets You Apart Intellectual curiosity and creative problem-solving Courage to challenge the status quo Strong collaboration and influencing skills A genuine passion for reshaping customer experience — today and for the future Shift Schedule: Standard working hours, Monday to Friday Main working hour : 08:00am – 5:00pm PHT (Philippine Time) Depending on business requirements, working hours may be scheduled from 10:00 AM to 7:00 PM PHT (Philippine Time). Work Arrangement: Full remote role Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development. All our employees also enjoy a range of benefits regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals. Preference will be given to candidates in alignment with the employment equity plan of the organization Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time. Please have a look our video!

Responsibilities

The Customer Experience Manager will focus on identifying pain points across the end-to-end customer journey, driving service quality excellence, and championing a member-first mindset within their region. This role also involves contributing to the global CX framework, collaborating on roadmap priorities, and managing customer insight systems for data-driven decision-making.