Loyalty, CRM & Customer Insights Specialist

CITADEL; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Citadel is seeking a Loyalty, CRM & Customer Insights Specialist to support country marketing teams with loyalty reporting, customer analytics, segmentation, campaign measurement, CRM support and business insights.

The role enables data-driven decision-making by transforming customer, loyalty, digital, and transactional data into actionable recommendations that improve customer acquisition, engagement, retention, and business performance.

Qualifications

• Bachelor’s degree or equivalent in business, marketing, statistics, economics, data analytics, mathematics or related.
• 3+ years of experience in customer analytics, CRM, loyalty, marketing analytics, BI, or related fields.
• Strong analytical and problem-solving capabilities and experience handling large datasets.

Responsibilities

• Loyalty performance analysis and opportunities to improve acquisition, engagement and retention.
• CRM support and optimization; audience identification and segmentation.
• Campaign measurement, reporting and ROI evaluation; post-campaign reviews.
• Customer behavior analysis and journey mapping to generate actionable insights.
• Develop dashboards, scorecards and analytical reports for stakeholders.
• Provide analytics support for category, retail and growth initiatives.

Skills

Loyalty Analytics

CRM Analytics

Marketing Analytics

Data Visualization

Data Analysis

Large Datasets

CRM Knowledge

Education

Bachelor's in Business/Analytics

Tools

Power BI

Tableau

Looker

Job description

The Loyalty, CRM & Customer Insights Specialist is responsible for providing analytical and customerintelligence support to country marketing teams through loyalty reporting, customer analytics,segmentation, campaign measurement, CRM support, and business insights.

The role enables data-driven decision-making by transforming customer, loyalty, digital, andtransactional data into actionable recommendations that improve customer acquisition, engagement,retention, and business performance.

KEY RESPONSIBILITIES & ACCOUNTABILITIES

Key Accountabilities

• Loyalty performance analysis
• CRM support and optimization
• Customer segmentation
• Campaign measurement and reporting
• Customer behavior analysis
• Customer insights and recommendations
• Dashboard development and reporting
• Marketing and category analytics support
• Data-driven decision support

Key Responsibilities

• Loyalty & CRM Analytics
  • Analyze loyalty program performance and identify opportunities to improve customer acquisition, engagement, and retention.
  • Develop regular reporting on loyalty program metrics, customer participation, and campaign effectiveness.
  • Support loyalty and CRM initiatives through audience identification, segmentation, and performance measurement.
• Customer Insights
  • Analyze customer behavior, purchase patterns, frequency, basket composition, and customerjourneys.
  • Develop actionable recommendations that support business growth and customerengagement.
  • Identify trends and opportunities across customer segments and channels.
• Campaign Measurement & Reporting
  • Measure campaign effectiveness, customer response, and return on investment.
  • Conduct post-campaign reviews and provide recommendations for future initiatives.
  • Develop dashboards, scorecards, and analytical reports for business stakeholders.
• Analytics Support
  • Support category, retail, and non-fuel retail teams with customer and commercial insights.
  • Assist in evaluating promotional activities, pricing initiatives, and customer engagement programs.
  • Provide analytical support for strategic projects and growth initiatives.
• Data Governance & Quality
  • Ensure consistent reporting methodologies and data integrity.
  • Maintain reporting tools and analytical frameworks.
  • Coordinate with technology teams and platform providers as required.

DECISION MAKING AUTHORITY

• Recommend customer segments, targeting strategies, and analytical approaches.
• Recommend opportunities for loyalty and CRM improvement.
• Develop reporting methodologies and business insight frameworks.
• Escalate significant data quality, system, or business risks through appropriate channels.

QUALIFICATIONS

• Bachelor's degree in business, Marketing, Statistics, Economics, Data Analytics,Mathematics, or related disciplines.
• 3+ years of experience in customer analytics, CRM, loyalty, marketing analytics, businessintelligence, or related fields.
• Strong analytical and problem-solving capabilities.
• Experience handling large datasets and reporting tools.
• Experience in loyalty programs, CRM platforms, customer analytics, or retail analytics.
• Experience with visualization and reporting tools such as Power BI, Tableau, Looker, or similarplatforms.