Channels & Engagement Officer

2 weeks ago

Manila, National Capital Region, Philippines Bank of the Philippine Islands Full time
The Channels & Engagement Officer is responsible for two key areas: managing campaigns targeting clients through email, messaging, and digital channels to support CRM strategies, and executing engagement strategies to facilitate employees' adaptation to changes in roles, processes, and technologies. This role plays a crucial part in driving revenue growth, enhancing client profitability and retention, and ensuring consistent communication across all channels.

Responsiblities

  • Manage the execution of campaigns using email, messaging/SMS, in-app, and other digital treatments to increase revenues, client profitability, and retention.
  • Provide input in developing new and improving existing customer lifecycle campaigns by collaborating with CRM campaign managers.
  • Establish and implement standards for email and SMS communications in coordination with brand management, client segments, product marketing teams, risk management, and agencies/service providers.
  • Develop processes for nurturing leads, working with other channel managers to provide a seamless omni-channel experience for prospects and clients.
  • Implement procedures and standards to optimize the use of system tools.
  • Implement procedures and standards for managing data to protect data privacy and minimize risks.
  • Track and analyze campaign performance, providing regular operations and performance reports to the head of CRM, campaign managers, and other stakeholders.
  • Manage projects assigned, such as the implementation of CRM and related systems.
  • Develop engagement strategies to help employees adapt to changes in roles, processes, and technologies in line with the bank's customer relationship management strategies.
  • Develop and implement project plans to support defined engagement strategies, working closely with various stakeholders.
  • Develop creative content and utilize modern communication methods to receive feedback.
  • Ensure messages are consistent across all mediums and aligned with corporate/enterprise brand strategy.

Qualifications

  • Graduate degree in communications, marketing, business, mathematics, information technology, or similar fields.
  • Post-graduate degree in communications and digital communications is an advantage.
  • Salesforce Marketing experience is required.
  • Experience in internal communications, especially for large organizations.
  • Experience in change management projects is an advantage.

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