Performance Marketing Manager

PingPong Payments; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

PingPong Payments in Makati is seeking a seasoned Customer Success and Growth lead to own revenue targets for the self-registration channel, collaborating with the Performance Marketing Manager to drive strong results.

You will build scalable support systems, analyze customer journeys, and partner with risk, product and marketing to improve conversion, retention and overall customer experience.

Qualifications

• 4+ years building and managing customer service and conversion processes in relevant sectors.
• Able to analyze customer journeys and drive issue resolution.
• Experience collaborating with risk, product and other departments to improve CX.

Responsibilities

• Serve self-registered customers in the Philippines via portal and app.
• Own revenue targets for the self-registration business with the Performance Marketing Manager.
• Build comprehensive self-serve support content (videos, docs, FAQs).
• Establish channels for questions, feedback, and complaints; resolve issues and improve satisfaction.
• Review accounts not completing KYC/KYB/transactions; proactively engage customers to transact.
• Identify root causes of low conversion/retention; drive continuous improvements.
• Align marketing, pricing, product, and risk strategies with funnel analysis and customer insights.
• Support referral-driven growth and share insights to improve acquisition efficiency.

Skills

Customer service experience

Conversion optimization

Cross-border e-commerce

English proficiency

Tools

Braze

HubSpot

Salesforce

Job description

About the role

You will serve self-registered customers in the Philippines across portal and app channels, taking ownership of revenue targets for the self-registration business alongside the Performance Marketing Manager. You will establish comprehensive support systems, manage customer feedback and issue resolution, and drive continuous business improvement through data analysis and cross-functional collaboration.

Key responsibilities

• Serve self-registered customers (both portal and App) in the Philippines and take ownership of final revenue targets for the self-registration business with Performance Marketing Manager
• Establish a comprehensive support system for self-registered customers, including videos, documentation, Q&A and more
• Establish effective channels for customer question, feedback and complaint collection, take responsibility for responding to and resolving customer issues, and be accountable for overall customer satisfaction
• Periodically review customers who have not completed KYC, KYB, or transactions within a certain period, and proactively reach out via multiple channels to encourage and facilitate customer transactions
• Identify the root causes of low customer conversion, low retention, and other issues, drive the resolution of these problems, and continuously improve business performance
• Continuously adjust marketing, pricing, product, risk, and other related strategies and policies through ongoing funnel analysis, customer interviews, and other methods to support business growth and maintain market competitiveness
• Be responsible for the performance of customer referral-driven growth
• Provide customer insights to the Performance Marketing Manager to improve marketing customer acquisition efficiency

About you

• 4+ years of experience in building and managing customer service & conversion processes, mechanisms, and teams in cross-border e-commerce, fintech, payments, or SaaS
• Understanding of local customer behavior and business culture
• Extensive experience in building standard operating procedure documentation and knowledge bases, as well as in helping customers resolve issues and complaints
• Experience in analyzing customer conversion paths and driving issue resolution
• Experience in collaborating with risk control, product, and other departments to improve customer experience
• Experience in customer referral acquisition and have achieved excellent results
• Experience in taking on revenue related business targets and achieving strong results
• Excellent written and verbal English (ability to work with global teams)
• Knowledge of CRM platforms (e.g., Braze, HubSpot, Salesforce) is a plus