CLIENT RETENTION SUPERVISOR

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

Job Title: Client Retention Supervisor

The Client Retention Supervisor manages the day-to-day operations of the Retention Team, ensuring customer engagement, reactivation, repeat-opportunity generation, CRM discipline, and team productivity are consistently achieved.

Key Responsibilities

A. Team Management

• Supervise Retention Specialists.
• Assign customer segments, campaigns, and workloads.
• Monitor daily productivity.
• Conduct daily/weekly team huddles.
• Coach Specialists based on performance.
• Review individual activity and output.

B. Retention Operations

• Ensure retention programs are executed according to schedule.
• Monitor lifecycle follow-up activities.
• Ensure dormant customers are systematically reactivated.
• Monitor repeat-client opportunity generation.
• Ensure qualified opportunities are properly endorsed to Sales.

C. Campaign Execution

• Coordinate with CRM & Lifecycle Marketing on retention campaigns.
• Execute approved customer reactivation and engagement programs.
• Monitor campaign response.
• Recommend adjustments based on customer behavior.

D. Sales Coordination

• Establish a clear handoff process between Retention and Sales.
• Monitor endorsed repeat-client leads.
• Ensure Sales receives complete and qualified information.
• Track the status of endorsed opportunities.
• Identify lost opportunities and reasons for failure.

E. CRM & Data Quality

• Audit Retention activities in HubSpot.
• Ensure customer records are complete and accurate.
• Monitor lifecycle stages and customer segmentation.
• Ensure activities and endorsements are properly documented.

F. Performance Management

• Monitor Retention KPIs.
• Conduct weekly performance reviews.
• Identify productivity and quality gaps.
• Implement coaching and corrective actions.
• Prepare departmental performance reports for the Manager.

Supervisor Outputs

• Daily Retention monitoring
• Weekly team performance report
• Campaign performance report
• Repeat-client lead report
• Reactivation report
• Sales endorsement report
• CRM data-quality report
• Coaching/action plans

QUALIFICATIONS

• Bachelor’s degree in Business, Marketing, Management, or related field
• 2–3 years of experience in Customer Retention, Customer Success, Sales, Account Management, or related roles
• Supervisory/team leadership experience
• Strong knowledge of customer engagement, retention, reactivation, and repeat business
• Experience with CRM systems (HubSpot is an advantage)
• Strong KPI monitoring, reporting, and data analysis skills
• Excellent coaching, communication, and team-management skills
• Highly organized, detail-oriented, and results-driven
• Strong coordination skills with Sales & Marketing teams
• Experience in Travel, Tourism, or Hospitality is an advantage

Work Schedule: FULL ONSITE - 6 days a week | Shifting Schedule (No Night Shift)Location: 61 C, Roosevelt Ave, Santa Cruz, Quezon City, 1104 Metro Manila

COMPANY BENEFITS
Performance Based Incentives:

1. Travel Incentives: Opportunities to visit dream destinations like Europe, Korea, Japan, and more!
2. Condo Incentives
3. Career Growth: Guaranteed salary adjustments based on performance evaluations (SEMI-ANNUAL)

Upon Regularization:

1. Comprehensive Healthcare: HMO coverage upon regularization (plus dependent coverage after year 1)
2. Annual Bonus: 1 year from regularization.
3. 13th month Pay.
4. LEAVES: 5 SL, 5 VL