Project & Customer Experience Manager

Job Role

Location

Work Mode

Role Overview

The Project & Customer Experience Manager will be responsible for the end-to-end program set up while ensuring a seamless, high-quality experience for clients across all touch points. This role

requires strong project governance, relationship management, analytical thinking, and

cross-functional coordination to ensure successful outcomes and long-term customer satisfaction.

? Program Setup: Lead kick-off meetings and customer onboarding by collaborating with

internal teams, clients, and local partners. Create and manage project plans for multi-country

solution rollout.

? Project & Client Management: Coordinate project streams, support review calls, and

manage timelines and workloads to meet key milestones efficiently.

? Governance: Ensure strong governance by Drive daily stand-ups, maintain RAID logs, and

ensure timely reporting (status updates, client reports).

? Go-live & Documentation: Manage sign-offs and documentation of project deliverables.

? Client Advocacy: Serve as the main point of contact, ensuring client expectations are met by

collaborating with internal and external stakeholders.

? Communication & Escalation: Provide regular updates to leadership and escalate issues

when needed.

? Planning & Compliance: Support future implementation planning, prepare Wave Plans, and

ensure adherence to project management frameworks.

Qualification & Experience

? Bachelor's or Master's degree in Business, Computer Science, or related field.

? 10 12 years of proven customer &/or project management experience handing clients and

product implementations

? Experience in BPO, HR Tech, SaaS, global service delivery, or multi-country rollout

environments.

? Experience working in a fast-paced, high-growth, or global environment.

? Track record of delivering high-quality, compliant, and scalable solutions.

Skills & Competencies required for success

? Project Leadership with strong focus on delivering exceptional customer experiences and

building long term relationships.

? Excellent communication, stakeholder management, and cross functional collaboration skills.

? Strong analytical thinking and solution oriented approach