Strategic Retention & Loyalty Lead

Business Process Outsourcing International, Inc.

Makati

On-site

PHP 480,000 - 860,000

Full time

3 days ago

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Job summary

Business Process Outsourcing International, Inc. is seeking a driven Retention & Loyalty Specialist in the Metro Manila area.

The role focuses on developing and implementing customer retention strategies and managing loyalty programs to boost engagement and repeat business. You will monitor customer feedback, analyze loyalty metrics, and lead a team to coordinate with Sales, Marketing, and Customer Service to enhance the overall customer experience.

Qualifications

Bachelor’s degree in Marketing, Business Administration, or related field.
2–4 years of experience in customer retention, loyalty, CRM, or customer service.
Experience in managing customer loyalty programs is an advantage.
Strong analytical, communication, and leadership skills.
Customer-focused, proactive, and results-oriented.
Knowledge of CRM systems and customer analytics tools.
Proficient in Microsoft Office.

Responsibilities

Develop and implement customer retention and loyalty strategies.
Manage and improve loyalty programs, rewards, and customer engagement initiatives.
Monitor customer behavior, feedback, and satisfaction levels.
Analyze retention, churn, and loyalty metrics and recommend improvement strategies.
Lead and supervise the retention and loyalty team.
Coordinate with Sales, Marketing, and Customer Service teams to improve customer experience.
Develop campaigns and offers to increase customer engagement and repeat business.
Prepare reports and track key performance indicators (KPIs).
Address customer concerns and identify opportunities to strengthen customer relationships.