CRM Engagement Specialist

Newport World Resorts; Pasay; On-site; PHP 480,000 - 960,000; Full time

Job summary

Newport World Resorts is seeking a CRM Engagement Specialist to design and optimize customer engagement journeys across the loyalty program ecosystem. You will partner with Loyalty & Rewards, Gaming Marketing, Lifestyle Marketing, Data & Analytics, Creative, and Operations to translate business objectives into automated, personalized experiences.

You will own the end-to-end journey design process—from requirements gathering and journey mapping through campaign configuration, testing, deployment,

Qualifications

• Bachelor's degree in Marketing, Business Administration, Communications, Information Systems, Computer Science, Information Technology, or related disciplines.
• At least 1 year of CRM, Direct Marketing, Marketing Automation, or Digital Marketing exposure.
• Equivalent combinations of education, certifications, and relevant experience in CRM, marketing automation, customer engagement, or lifecycle marketing will be considered.
• Coursework or certifications in CRM/marketing areas are advantageous.

Responsibilities

• Design end-to-end customer lifecycle journeys including onboarding, activation, engagement, retention, win-back, tier progression, and cross-sell campaigns.
• Configure campaigns, define segments, content cards, in-app messages, push notifications, SMS and email, with minimal production defects.
• Collaborate with stakeholders to translate briefs into CRM journey requirements, decision logic, triggers, entry/exit criteria, personalization rules, and success metrics.
• Execute end-to-end QA and User Acceptance Testing before campaign deployment.
• Launch campaigns according to marketing calendars and SLAs, with monitoring and contingency plans.
• Monitor KPIs such as delivery, open rate, CTR, conversion, redemption, engagement, retention, and revenue; use A/B testing for optimization.
• Coordinate with cross-functional teams to deliver CRM initiatives on time.

Skills

CRM

Marketing Automation

Direct Marketing

Digital Marketing

Education

Bachelor's degree

Job description

The CRM Engagement Specialist is responsible for designing, building, executing, and continuously optimizing customer engagement journeys across the loyalty program ecosystem. The role partners closely with Loyalty & Rewards, Gaming Marketing, Lifestyle Marketing, Data and Analytics, Creative, and Operations teams to translate business objectives into automated, personalized, omnichannel customer experiences.

The position owns the end-to-end customer journey design process—from requirements gathering and journey mapping through campaign configuration, testing, deployment, performance analysis, and optimization—ensuring campaigns are delivered accurately, on time, and aligned with CRM best practices.

The role supports both Gaming and Lifestyle business domains, helping drive member acquisition, activation, engagement, retention, loyalty growth, and cross-property participation while ensuring compliance with responsible gaming and regulatory requirements.

JOB RESPONSIBILITIES

Customer Journey Design

Design end-to-end customer lifecycle journeys including onboarding, activation, engagement, retention, win-back, voucher expiry, tier progression, and cross-sell campaigns. Maintain complete journey documentation before deployment.

CRM Campaign Development

Configure campaigns, define segments, content cards, in-app messages, push Notifications, SMS and email. 100% campaigns configured according to requirements with minimal production defects.

Campaign Planning & Requirements Gathering

Collaborate with stakeholders to translate marketing briefs into CRM journey requirements, decision logic, triggers, entry/exit criteria, personalization rules, and success metrics. Requirements completed before development starts.

Develop customer segments and dynamic audience rules utilizing customer profile, behavioral, transactional, gaming, and lifestyle attributes. Increase campaign relevance and personalization accuracy.

Quality Assurance & UAT

Execute end-to-end QA and User Acceptance Testing before campaign deployment. Maintain campaign accuracy with zero critical production defects attributable to CRM configuration.

Campaign Deployment & Operations

Launch campaigns according to agreed marketing calendars and SLAs. Ensure campaigns are deployed on schedule with appropriate monitoring and contingency plans.

Campaign Performance Optimization

Monitor campaign KPIs including delivery, open rate, click-through rate, conversion, redemption, engagement, retention, and revenue contribution. Recommend optimization opportunities through A/B testing and experimentation.

Cross-functional Collaboration

Coordinate with cross-functional teams to deliver CRM initiatives on time. Positive stakeholder feedback and project delivery performance.

QUALIFICATIONS

• Must possess a Bachelor's degree in Marketing, Business Administration, Communications, Information Systems, Computer Science, Information Technology, or other related disciplines.
• At least 1 year of CRM, Direct Marketing, Marketing Automation, or Digital Marketing exposure.
• Equivalent combinations of education, certifications, and relevant experience in CRM, marketing automation, customer engagement, or lifecycle marketing will also be considered.
• Candidates with coursework or certifications in one or more of the following areas are an advantage: