Customer Experience Manager

Job Description

Job Title: Customer Experience (CX) Manager

About 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 Responsibilities

1. 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

Requirements

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

Benefits

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.

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