SENIOR MANAGER, ENGAGEMENT & RETENTION

Lhoopa Inc.; Mandaluyong; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Lhoopa Inc. seeks a senior growth and partner experience leader to drive engagement across a distributed partner community. You will align data, product journeys, communications, education, incentives, and field programs into a cohesive engagement strategy.

You will measure activation, retention and loyalty, diagnosing barriers with behavioral data and frontline feedback, while building scalable, cross-channel programs for both online and field activation.

Qualifications

• Six to nine or more years of experience in lifecycle, growth, CRM, retention, community, marketplace operations or user engagement.
• Experience in app-based marketplaces, mobility, delivery, fintech, gig-economy or platform businesses.
• Proven track record of improving activation, adoption, repeat activity, loyalty, retention or reactivation.
• Strong analytical skills including cohort analysis, funnel performance and behavioral segmentation.

Responsibilities

• Define engagement and retention strategy for priority partner audiences.
• Map lifecycle journeys, priority behaviors and the measures of engagement.
• Diagnose participation barriers using behavioral data, field feedback and qualitative research.
• Design programs that improve activation, repeat activity, loyalty, reactivation and retention.
• Build engagement journeys across in-app experiences, notifications, email, SMS, education, incentives, events and field activations.
• Segment audiences by behavior, geography, maturity and engagement level, then design targeted interventions.
• Collaborate with Product and Performance to improve journeys, feature adoption and conversions.
• Partner with Operations and field teams to ensure programs work locally.
• Build an experimentation roadmap covering hypotheses, pilots, measurement, learning and scale-up.
• Establish dashboards for engagement, activity, retention, churn risk, reactivation and program ROI.

Skills

Lifecycle

Growth

CRM

Retention

Engagement

Analytics

Cross-functional

Partner programs

Job description

Marketplace Growth and Partner Experience

Thousands of people can join a platform. The harder and more valuable work is helping them succeed once they are there.

We are looking for a senior growth and engagement leader who can understand what drives participation across a distributed partner community—and turn that understanding into programs that improve activation, repeat activity, loyalty and retention.

This is not an HR engagement role. It is also broader than running CRM campaigns. You will connect behavioral data, product journeys, communications, education, incentives, community programs and field execution into one engagement strategy.

WHAT YOU WILL OWN

• Define the engagement and retention strategy for priority partner audiences.

• Map lifecycle journeys, priority behaviors and the measures that show whether engagement is improving.

• Diagnose participation barriers using behavioral data, field feedback, qualitative research and frontline insights.

• Design online and offline programs that improve activation, repeat activity, loyalty, reactivation and long-term retention.

• Build engagement journeys across in-app experiences, notifications, email, SMS, education, incentives, events and field activations.

• Segment audiences by behavior, geography, maturity and engagement level, then design targeted interventions for each group.

• Work with Product and Performance teams to improve journeys, feature adoption and conversion to high-value actions.

• Partner with Operations and field teams to make sure programs work in real local-market conditions.

• Build an experimentation roadmap covering hypotheses, pilots, measurement, learning and scale-up.

• Establish dashboards for engagement, activity frequency, retention, churn risk, reactivation and program return.

WHAT WE ARE LOOKING FOR

The strongest candidates will understand that changing behaviour takes more than sending another message or offering another incentive. You should be comfortable moving between data, product, communications and frontline operations.

You will likely be a good fit if you have:

• Six to nine or more years of experience in lifecycle, growth, CRM, retention, community, marketplace operations or user engagement.

• Experience working in an app-based marketplace, mobility, delivery, fintech, gig-economy or platform business.

• A track record of improving activation, adoption, repeat activity, loyalty, retention or reactivation.

• Strong analytical skills, including cohort analysis, funnel performance and behavioral segmentation.

• Experience designing programs that combine digital journeys with real-world operations or field activation.

• The ability to work effectively across Product, Data, Marketing, Operations and field teams.

• Commercial judgement and the discipline to prioritize initiatives by user impact, operational feasibility and business value.

• Experience serving brokers, agents, merchants, sellers, drivers, riders, contractors or another distributed partner community.

Experience comparable to driver, merchant or partner engagement at a large marketplace platform would be particularly relevant.

WHAT SUCCESS LOOKS LIKE

The organization develops a clear view of who is active, who is disengaging and why. Partner journeys and priority behavior are defined. Programs are tested rather than launched on instinct, and the strongest ideas are scaled based on evidence.

Most importantly, more partners remain active, productive and connected to the platform over time.

WHY JOIN

You will help build a partner experience that contributes directly to a larger mission: making affordable homeownership possible at scale.

The role offers an unusual mix of strategy and execution. You will work with digital journeys and data, but you will also see how decisions perform on the ground. If you enjoy solving behavioral and operational problems across a complex marketplace, we would like to hear from you.