Client Retention Lead - Campaigns & CRM

PAPH TRAVEL AND TOURS; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Travel incentives

Condo incentives

Career growth

Job summary

PAPH TRAVEL AND TOURS is seeking a Client Retention Supervisor to lead the Retention Team and drive customer engagement, reactivation, and repeat business. You will coordinate campaigns with CRM/Lifecycle Marketing and ensure clean data in HubSpot, while partnering with Sales for qualified opportunities.

The role demands strong coaching, KPI analysis, and a proactive, organized leader who can manage multiple campaigns in a fast-paced travel environment.

Qualifications

• Bachelors in business-related field is required.
• 2–3 years in retention, customer success, sales, or related roles.
• Supervisory or team-lead experience is required.
• Strong knowledge of customer engagement, retention and reactivation.
• CRM experience; HubSpot is an advantage.
• Solid KPI monitoring, reporting and data analysis skills.
• Excellent coaching, communication and team management.
• Highly organized, detail-oriented and results-driven.
• Strong coordination with Sales and Marketing teams.
• Experience in Travel, Tourism, or Hospitality is a plus.

Responsibilities

• Lead Retention Team day-to-day operations and productivity.
• Assign segments, campaigns and workloads; conduct huddles.
• Coach specialists and review activity performance.
• Ensure retention programs run on schedule and follow up lifecycle activities.
• Maintain dormant customer reactivation and repeat-opportunity generation.
• Coordinate with CRM & Lifecycle Marketing on campaigns.
• Execute reactivation and engagement programs; monitor responses.
• Establish handoffs to Sales and ensure qualified information flows.
• Audit CRM data quality and lifecycle stages; track endorsements.
• Monitor KPIs; conduct weekly performance reviews and coaching.

Skills

CRM strategy

Team leadership

KPI tracking

Customer engagement

Data analysis

Education

Bachelor's degree in Business, Marketing, Management, or related field

Tools

HubSpot CRM

Job description

PAPH TRAVEL AND TOURS is seeking a Client Retention Supervisor to lead the Retention Team and drive customer engagement, reactivation, and repeat business. You will coordinate campaigns with CRM/Lifecycle Marketing and ensure clean data in HubSpot, while partnering with Sales for qualified opportunities.

The role demands strong coaching, KPI analysis, and a proactive, organized leader who can manage multiple campaigns in a fast-paced travel environment.