Retention Specialist

PAPH TRAVEL AND TOURS

Quezon City

On-site

PHP 360,000 - 520,000

Full time

2 days ago

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Benefits offered by this job

Travel incentives

Career growth

HMO

Annual bonus

SLA & leave benefits

Job summary

PAPH Travel and Tours in the Philippines is seeking a Retention Specialist to maintain relationships with existing clients, drive engagement, and generate repeat-travel opportunities. The role covers regular client follow-ups, CRM management (HubSpot), and endorsing qualified opportunities to the Sales Team, while reactivating dormant clients through approved campaigns.

Ideal candidates have strong communication, organization, and a results-driven mindset, with familiarity in travel or

Qualifications

Bachelor's degree in Business, Marketing, Tourism, Hospitality, Communications, or related field.
Experience in customer service, sales, customer success, account management, or client retention is an advantage.
Strong communication, relationship-building, and follow-up skills.
Customer-oriented, proactive, and comfortable communicating with existing and previous clients.
Strong organizational skills and attention to detail.
Able to manage multiple clients, follow-ups, and activities while meeting deadlines.
Comfortable working with CRM systems; HubSpot experience is an advantage.
Strong ability to identify sales opportunities and customer needs.
Proficient in Microsoft Office / Google Workspace.
Results-oriented and able to work with KPIs and performance targets.
Experience in travel, tourism, or hospitality is an advantage.

Responsibilities

Maintain regular communication and engagement with existing and previous clients.
Monitor customer lifecycle stages and maintain accurate client information in HubSpot CRM.
Conduct scheduled follow-ups and send relevant travel offers, updates, and announcements.
Identify clients with potential for repeat bookings based on travel history, interests, and engagement.
Qualify and endorse repeat-client opportunities to the Sales Team with complete information.
Identify and reactivate inactive or dormant clients through approved campaigns and follow-up activities.
Record client responses, concerns, preferences, and reasons for inactivity or repeat purchase.
Ensure all retention activities and customer interactions are properly documented in the CRM.
Monitor customer feedback and identify trends, concerns, and opportunities for improvement.
Prepare customer engagement, reactivation, and repeat-client reports for the Supervisor.

Skills

Communication

Relationship-building

Follow-up

Organizational skills

CRM systems

HubSpot

Microsoft Office / Google Workspace

Sales opportunities

Customer-oriented

Education

Bachelor’s degree in Business, Marketing, Tourism, Hospitality, Communications, or related field

Tools

HubSpot

CRM software

Job description

RETENTION SPECIALIST

PAPH Travel and Tours is looking for a Retention Specialist to maintain strong relationships with existing clients, increase customer engagement, generate repeat-travel opportunities, and reactivate inactive clients.

JOB SUMMARY

The role involves regular client follow-ups, CRM management, customer reactivation, and endorsement of qualified repeat-booking opportunities to the Sales Team.

KEY RESPONSIBILITIES

Maintain regular communication and engagement with existing and previous clients.
Monitor customer lifecycle stages and maintain accurate client information in HubSpot CRM.
Conduct scheduled follow-ups and send relevant travel offers, updates, and announcements.
Identify clients with potential for repeat bookings based on travel history, interests, and engagement.
Qualify and endorse repeat-client opportunities to the Sales Team with complete information.
Identify and reactivate inactive or dormant clients through approved campaigns and follow-up activities.
Record client responses, concerns, preferences, and reasons for inactivity or repeat purchase.
Ensure all retention activities and customer interactions are properly documented in the CRM.
Monitor customer feedback and identify trends, concerns, and opportunities for improvement.
Prepare customer engagement, reactivation, and repeat-client reports for the Supervisor.

QUALIFICATIONS

Bachelor’s degree in Business, Marketing, Tourism, Hospitality, Communications, or a related field.
Experience in customer service, sales, customer success, account management, or client retention is an advantage.
Strong communication, relationship-building, and follow-up skills.
Customer-oriented, proactive, and comfortable communicating with existing and previous clients.
Strong organizational skills and attention to detail.
Able to manage multiple clients, follow-ups, and activities while meeting deadlines.
Comfortable working with CRM systems; HubSpot experience is an advantage.
Strong ability to identify sales opportunities and customer needs.
Proficient in Microsoft Office / Google Workspace.
Results-oriented and able to work with KPIs and performance targets.
Experience in travel, tourism, or hospitality is an advantage.