Customer Lifecycle Management Specialist

4 weeks ago

Philippines ViewQwest Pte Ltd Full time

Overview

We are looking for a motivated and detail-oriented Customer Lifecycle Management Specialist to support the Customer Lifecycle Management Manager in planning and executing strategies that enhance the customer journey. The role will focus on reducing churn, improving recontract rates, supporting cross-sell and upsell initiatives, and driving customer satisfaction through operational excellence. This position is ideal for someone with 2–5 years of experience who is eager to make an impact in a dynamic, customer-focused environment.

Key Responsibilities

Data Analysis & Reporting

  • Collect and analyze data to support lifecycle strategies and campaigns.
  • Generate regular reports on KPIs, including churn rates, recontract performance, and campaign results.

Retention & Recontract Support

  • Assist in executing campaigns to improve customer retention and recontract rates.
  • Monitor campaign performance and provide actionable insights to optimize results.

Cross-Selling and Upselling Execution

  • Support the development and roll-out of cross-sell and upsell initiatives.
  • Collaborate with marketing and sales teams to promote relevant products and services to customers.

Referral Program Assistance

  • Help manage referral programs, including tracking referrals and coordinating rewards.
  • Provide input on ways to enhance participation and program effectiveness.

Customer Experience Monitoring

  • Track and report key metrics like CSAT and NPS.
  • Gather and analyze customer feedback to identify areas for improvement.

Campaign Operations

  • Work closely with the manager to implement loyalty and engagement programs.
  • Ensure timely and accurate execution of lifecycle campaigns.

Value-Added Services (VAS) Support

  • Assist in driving VAS adoption by supporting targeted marketing efforts.
  • Analyze and report on the performance of VAS campaigns.
Qualifications
  • Bachelor’s degree in Business, Marketing, or a related field.
  • 2–5 years of experience in customer lifecycle management, customer experience, marketing, or related roles, preferably in the telecommunications or service industry.
  • Basic understanding of brand communications and campaign execution.
  • Strong analytical skills and the ability to translate data into actionable insights.
  • Proficiency in tools such as CRM systems, marketing automation platforms, and data analysis software.
  • Strong organizational skills and attention to detail.
  • Excellent communication and collaboration skills.
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Marketing
Industries
  • Telecommunications

Location: Makati, National Capital Region, Philippines

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