Customer Engagement and Loyalty Officer | Hybrid

Private Advertiser; Makati; Hybrid; PHP 600,000 - 1,200,000; Full time

Job summary

Private Advertiser is seeking a Customer Engagement and Loyalty Officer to develop and oversee loyalty programs across our services. You will drive sales and improve customer lifetime value by planning end-to-end implementation, monitoring results, and applying best practices.

The role requires 4+ years in loyalty marketing, strong analytics, CRM familiarity, and excellent communication. Working hybrid, you will be in Legaspi Village, Makati, with a 44-hour workweek, Monday to Friday,

Qualifications

• Bachelor's degree in Business, Marketing, Communications or related field.
• At least 4 years in loyalty marketing, engagement, or related roles.
• Strong analytical and insighting skills for data-driven decisions.
• Proven track record in developing loyalty programs.
• Excellent communication and interpersonal skills.
• Familiarity with CRM systems and analytics tools.
• Able to thrive in a fast-paced environment.

Responsibilities

• Plan, design, and oversee overarching brand loyalty strategy to strengthen customer engagement and loyalty, boost retention, reduce churn, and increase sales.
• Create and implement effective loyalty programs, promotional initiatives, and execution benchmarks.
• Perform in-depth persona insighting and execute data-driven customer segmentation to customize programs per audience segment.
• Coordinate with the product development team to ensure customer needs are considered in product and service development.
• Manage the commercials for each initiative for reporting purposes.
• Study campaign reports, evaluate impact through metrics, and implement interventions to improve performance.
• Conduct market research and competitor analysis to stay informed about industry trends and best practices in customer engagement and loyalty programs.
• Monitor customer satisfaction levels (e.g., NPS, CSAT, NES, CLV).
• Collaborate with internal and external stakeholders to support successful execution of initiatives.

Skills

Analytical skills

Insighting

Communication

Cross-functional collaboration

Project management

CRM familiarity

Education

Bachelor's degree in Business/Marketing/Communications

Tools

CRM systems

Customer analytics tools

Job description

Your Impact on the Business

The Customer Engagement and Loyalty Officer will develop and oversee customer loyalty programs to drive sales and increase customer lifetime value. He/She will be responsible for planning and overseeing the E2E implementation of the company's loyalty programs, from planning down to monitoring and evaluation. He/She will play a crucial role in driving customer satisfaction, loyalty, and revenue growth across our remittance, added-value products, digital business, loan services, and forex revenue groups.

Additional responsibilities include market research and audience segmentation, monitoring the results of ongoing loyalty programs, drawing actionable insights from performance reports, and implementing leading practices in future engagement initiatives.

Responsibilities:

• Plan, design, and oversee the implementation of an overarching brand loyalty strategy to strengthen customer engagement and loyalty, boost retention, reduce churn, and increase sales
• Create and implement effective loyalty programs, promotional initiatives, and execution benchmarks
• Perform in-depth persona insighting and execute data-driven customer segmentation to ensure our loyalty programs are customized according to each audience segment
• Coordinate with the product development team to ensure that customer needs and preferences are considered in the development and enhancement of products and services
• Manage the commercials for each initiative for reporting purposes
• Study campaign reports, evaluate impact through industry acceptable metrics, and implement interventions to improve performance
• Conduct market research and competitor analysis to stay informed about industry trends and best practices in customer engagement and loyalty programs
• Monitor customer satisfaction levels (e.g., NPS, CSAT, NES, CLV)
• Collaborate with internal and external stakeholders to support successful execution of initiatives

Qualifications:

• Education. Bachelor's degree in Business, Marketing, Communication, or a related field.
• Experience. At least 4 years of experience in loyalty marketing, engagement, customer management, or a related role.
• Skills. Strong analytical and insighting skills to drive data-backed decision-making.
• Proven track record in developing and implementing successful customer engagement and loyalty programs.
• Excellent communication and interpersonal skills to collaborate with cross-functional teams and stakeholders.
• Results-oriented mindset with a focus on driving revenue growth and customer satisfaction.
• Familiarity with CRM systems and customer analytics tools.
• Ability to thrive in a fast-paced and dynamic environment.
• Outstanding communication, presentation, and project management skills.
• Working Setup. Hybrid, at least once a week in the HQ located in Legaspi Village, Makati; and
• Working Schedule. Monday to Friday (44 hours/weekly).