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Customer Retention Manager

4 weeks ago

Taguig, Philippines HRTX Full time

Role Overview

The position will be responsible for leading key initiatives within the organizations consumer-facing loyalty program. This role is essential to enhancing customer engagement, increasing repeat business, and supporting overall sales growth. The ideal candidate will possess strong expertise in loyalty strategies, a deep understanding of consumer behavior, with proven track record in developing and scaling effective customer loyalty programs and a value-driven customer experience that fosters long-term brand loyalty.

Requirements
  • Bachelors degree in Marketing, Business Administration, or a related discipline.
  • Minimum of 3 years of experience in program or project management .
  • Strong analytical capabilities with the ability to turn data into strategic insights.
  • Proven project management skills, with experience handling multiple initiatives concurrently.
  • Familiarity with CRM tools and loyalty program technologies.
  • Excellent communication and interpersonal skills.
  • Solid grasp of consumer behavior and best practices in loyalty program design.
  • Demonstrated leadership in guiding teams and fostering a customer-focused culture to ensure program success.
Responsibilities
  • Oversee and optimize the customer point-based loyalty system, ensuring timely enhancements and improvements.
  • Manage and maintain the user interface and experience of the loyalty program website.
  • Lead daily operations of the loyalty program, including reward tracking, customer segmentation, and development of personalized incentives.
  • Continuously improve the customer experience by identifying ways to increase engagement, retention, and satisfaction through loyalty efforts.
  • Administer the loyalty program budget while ensuring financial efficiency and impact.
  • Collaborate with external partners and vendors to expand program offerings and ensure smooth execution of initiatives.
  • Collect and utilize customer feedback to refine and upgrade the loyalty program.
  • Keep abreast of industry trends and emerging practices in loyalty and retention to drive program innovation.
  • Promote awareness of the loyalty program across multiple platforms, including social media, and effectively communicate its perks and benefits to customers.
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