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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