CRM Engagement Specialist (Casino Marketing)

Newport World Resorts; Pasay; Presencial; PHP 350.000 - 550.000; Jornada completa

Descripción de la vacante

Newport World Resorts in Pasay is seeking a CRM Engagement Specialist to design and optimize customer journeys across the loyalty program ecosystem, collaborating with Loyalty & Rewards, Gaming Marketing, Lifestyle Marketing, Data and Analytics, Creative, and Operations.

You will own end-to-end journey design from requirements and mapping to campaign configuration, testing, deployment, and performance analysis, ensuring accuracy and adherence to CRM best practices while driving loyalty growth

Formación

• Bachelor’s degree in Marketing, Business Admin, Communications, IS/CS/IT or related.
• Minimum 1 year in CRM, Direct Marketing, Marketing Automation or Digital Marketing.
• Equivalent combinations of education, certifications and experience in CRM and lifecycle marketing.
• CRM or Lifecycle Marketing coursework/certifications and related training.

Responsabilidades

• Design end-to-end customer lifecycle journeys including onboarding, activation, engagement, retention, win-back, and cross-sell.
• Configure campaigns, segments, content cards, in-app messages, push, SMS and email.
• Translate briefs into journey requirements, decision logic, triggers, and metrics before development.
• Develop customer segments using profile, behavioral, transactional, gaming and lifestyle data.
• Execute QA and User Acceptance Testing before deployment.
• Launch campaigns per calendars with monitoring and contingency plans.
• Monitor KPIs and optimize via A/B testing and experimentation.
• Coordinate with cross-functional teams to deliver CRM initiatives on time.

Conocimientos

CRM exposure

Marketing Automation

Lifecycle Marketing

Customer Engagement

Data Analytics

Educación

Bachelor's degree in Marketing / Business Admin / Communications / IS / CS / IT

Herramientas

Marketing Automation Platforms

CRM Systems

Analytics Tools

Descripción del empleo

JOB SUMMARY

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.

Segmentation & Personalization

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:

  • CRM or Lifecycle Marketing

  • Digital Marketing

  • Marketing Automation

  • Customer Experience (CX)

  • Data Analytics or Business Intelligence

  • Customer Journey Mapping

  • Product Marketing

  • Marketing Technology (MarTech)