Global Head of Customer Experience (CX) at Emerhub

About Us:

RecruitGo is a leading Employer of Record (EOR) company specializing in bridging top talents in emerging markets with global clients. Our services enable businesses to hire, manage, and pay employees internationally with ease. We are committed to providing seamless and efficient solutions to our clients and fostering a dynamic and inclusive work environment for our team.

 Position Overview

RecruitGo is seeking a visionary Global Head of Customer Experience (CX) to lead our organization’s global client engagement function. This role is responsible for defining and executing a world-class client experience strategy across all services—including Employer of Record (EOR), BPO, payroll, recruitment, and HR solutions. Reporting directly to the COO, you will drive client retention, loyalty, and growth while scaling our client-facing operations across multiple regions.

This is a pivotal role in shaping a sustainable growth engine and delivering exceptional, consistent experiences that strengthen our brand and drive profitability.

Responsibilities: 

1. Strategic Leadership

Define and implement a global client experience strategy aligned with company growth objectives.Foster a culture of proactive, client-focused engagement across regions.Collaborate with Sales, Marketing, Operations, and Strategic Partnerships to ensure a seamless client journey.Lead and mentor a global team responsible for client engagement, relationship management, and service excellence.

2. Client Engagement, Retention & Expansion

Own the end-to-end client journey, from onboarding to renewal and advocacy.Partner with commercial teams to identify upsell and cross-sell opportunities.
 Implement strategies to boost client loyalty, reduce attrition, and maximize lifetime value.Serve as the executive point of escalation for key accounts, resolving complex issues proactively.
 

3. Operational Excellence

Standardize and optimize client engagement processes for efficiency, consistency, and scalability.Leverage CRM, workflow management, and analytics tools to enhance service delivery.Monitor performance metrics to track client satisfaction, engagement, and operational effectiveness.Drive continuous improvement using client insights to refine processes and service models.
 

4. Data-Driven Insights & Advocacy

Utilize analytics and client feedback to inform strategic decisions and operational improvements.Develop client advocacy programs highlighting success stories and strengthening brand reputation.Translate feedback into actionable strategies that improve satisfaction, efficiency, and revenue.
 

5. People Leadership & Culture

Build, mentor, and lead a global CX team, including regional managers and engagement specialists.Establish performance metrics, career development paths, and incentive programs.Promote accountability, client focus, and cross-functional collaboration.Develop succession plans and talent pipelines within the CX organization.

 Requirements:

5+ years in client engagement, service delivery, or customer-facing leadership roles.Proven experience leading multi-regional teams and scaling client operations in BPO, EOR, payroll, recruitment, or HR services.Track record of improving client retention, satisfaction, and revenue growth.Familiarity with CRM systems (HubSpot preferred), analytics platforms, and process optimization.Knowledge of international labor compliance and outsourced service delivery is a plus.
 

Skills & Competencies:

Strategic & Analytical

Strong ability to design client engagement strategies that drive growth.Data-driven, skilled in performance metrics, client insights, and retention analytics.Proactive in anticipating client needs and implementing scalable solutions.

Leadership & Communication

Inspirational, collaborative leader capable of managing global, multi-cultural teams.Excellent communication, negotiation, and presentation skills.Ability to align cross-functional teams around a client-first vision.
 

Operational & Technical

Experience designing and optimizing service delivery frameworks, workflows, and processes.Proficiency with CRM platforms, workflow automation, and client analytics tools.Strong project and change management capabilities.

Why RecruitGo?

RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.

Work Set up: Hybrid - (At least 1-3 days per week onsite in the office at 10th Flr. Cyberone Building, Eastwood Ave., Quezon City. May change anytime)Work Schedule: Monday to Friday; 8:00 AM to 5:00 PM PHTWorking Device: Will be providedDiverse Challenges: Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding.Team Collaboration:  Join forces with a supportive team, where your insights and contributions are valued.Inclusivity: Be part of an inclusive and diverse workplace that values your contributions. Work with the internal team to ensure timely delivery of services to clients and ensure that clients & expectations are met.