CX & Loyalty Lead

Concepcion Durables, Inc.; Muntinlupa; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Condura, the Philippines' #1 appliance brand, is seeking a CX & Loyalty Lead to build and scale our customer retention ecosystem. You will architect a data-driven, end-to-end loyalty program across online and offline touchpoints.

You will report to the AVP, Marketing and collaborate with Sales, Digital, Retail and After-Sales teams. Success will be measured by repeat purchase rate, NPS, and CLV, driving growth for Filipino consumers.

Qualifications

• 5–7 years total experience, with 3+ years owning CX, loyalty, CRM, or lifecycle marketing.
• Hands-on CDP and CRM platforms experience.
• Strong data-driven decision making.

Responsibilities

• Loyalty Program Strategy & Execution: build and scale a retention ecosystem.
• End-to-End Consumer Experience: deliver seamless experiences across touchpoints.
• CDP & Lifecycle Marketing: drive personalized engagement through data and tech.
• Website as Loyalty and Growth Platform: transform Condura site into a discovery and loyalty hub.

Skills

CX strategy

Loyalty programs

Lifecycle marketing

Data analytics

Education

Bachelor’s degree in Engineering/Business/CS

Tools

CDP & CRM platforms

Web analytics

Job description

Condura is the Philippines' #1 appliance brand, with over 37 years of heritage and a deep commitment to Filipino consumers. As we accelerate our growth in an increasingly experience-driven market, we are looking for a CX & Loyalty Lead to build and scale our customer retention ecosystem.

This is a high-impact, strategic role accountable for transforming customers into repeat buyers and brand advocates. You will architect and operationalize a data-driven, end-to-end customer experience and loyalty program—owning the design of loyalty initiatives, closing CX gaps across functions, and ensuring seamless online-to-offline (O2O) journeys across all touchpoints.

You will report to the AVP, Marketing, and work closely with Sales, Digital, Retail, and After-Sales teams. You will be measured on clear business outcomes: repeat purchase rate, Net Promoter Score (NPS), and customer lifetime value (CLV).

RESPONSIBILITIES:

• Loyalty Program Strategy & Execution (25%)

  Objective: Build and scale a loyalty ecosystem that increases retention, advocacy, and customer lifetime value.

• End-to-End Consumer Experience (25%)

  Objective: Deliver seamless and meaningful customer experiences across all customer touchpoints.

• CDP & Lifecycle Marketing (30%)

  Objective: Drive personalized customer engagement and growth through data, technology, and lifecycle marketing.

• Website as Loyalty and growth platform (20%)

  Objective: Transform the Condura website into a customer discovery, engagement, loyalty, and growth platform.

QUALIFICATIONS:

Education

• Bachelor’s degree in Engineering, Business, Computer Science, Marketing, Operations, or related field

Working Experience

• 5–7 years total, with at least 3 years in a role that had direct ownership of CX, loyalty, CRM, or lifecycle marketing

Technical Skills

• CDP and CRM platform experience (hands-on, not just exposure)

• Customer segmentation and lifecycle marketing

• Web analytics and funnel performance tracking

Strategic & Analytical Skills

• Loyalty program design and retention strategy

• Data-driven decision making and insight translation

• Journey mapping and CX framework development

Leadership & Collaboration Skills

• Cross-functional leadership and stakeholder alignment

• Strong written and verbal communication

Working Conditions

• Office-based with regular coordination meetings across functions

• 5 days a week in the office