Digital Customer Journey Manager

16 hours ago

Quezon City, National Capital Region, Philippines beBeeCustomerExperience Full time $80,000 - $120,000
Customer Experience Manager Job Description

We are seeking an experienced Customer Experience Manager to lead our customer lifecycle from acquisition to retention through high-performing digital campaigns. This role will be pivotal in shaping how we connect with customers at every touchpoint by leveraging CRM technologies and tools, ensuring a seamless and personalized experience.

The ideal candidate will not only drive strategy and execution but will also lead a growing team composed of managers and associates. Strong leadership and team development skills are critical, as this role will be responsible for coaching, performance management, and alignment of CRM efforts with broader business objectives.

Key Responsibilities:
  • Own the full customer lifecycle journey: acquisition, onboarding, engagement, retention, and reactivation
  • Develop and execute a comprehensive CRM strategy to drive customer growth, increase engagement, and maximize lifetime value
  • Map and optimize the digital customer journey using data-driven insights
  • Lead the development of data-driven customer segmentation models to support personalized communication, lifecycle marketing, and customer journey design
Digital Campaigns & Execution
  • Plan, launch, and manage multi-channel CRM campaigns
  • Oversee strategies for campaign segmentation, personalization, automation, and testing, ensuring tactical alignment with CRM goals and customer behavior insights
  • Collaborate with relevant departments to ensure campaigns are brand-aligned and user-centric
Data Analysis & Reporting
  • Analyze customer sentiments, behavior, campaign performance, and funnel metrics to uncover insights and identify opportunities
  • Build and present performance reports and dashboards to stakeholders
  • Use A/B testing and other analytics techniques to optimize campaign outcomes
Tool & Platform Ownership
  • Manage and optimize CRM platforms including Zendesk and Sprout; oversee integration with other marketing and support tools
  • Ensure proper tagging, tracking, and segmentation structures are in place
  • Ensure CRM data practices comply with applicable data privacy laws and internal policies on consent, retention, and access
Cross-Functional Leadership
  • Serve as the internal CRM expert, collaborating closely with Marketing, PR, IT, Finance, and other teams to ensure alignment across customer initiatives
  • Lead and manage a CRM team composed of managers and associates, providing clear direction, performance management, and development plans
  • Drive a high-performance culture through effective delegation, mentorship, and cross-functional coordination
Requirements:
  • Bachelor's degree in Marketing, Business, or related field
  • Minimum 5 years of experience in CRM or lifecycle marketing, with at least 3 years in a leadership role
  • Proven track record in designing and executing digital CRM campaigns across multiple channels
  • Advanced knowledge of CRM platforms and tools (Zendesk, Sprout, HubSpot, Social Listening tools, etc)
  • Strong analytical skills; able to translate complex data into actionable insights and present them clearly to stakeholders

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