Chief Customer Experience Officer

2 days ago

Cainta, Calabarzon, Philippines beBeeCustomerEngagement Full time ₱4,000,000 - ₱5,000,000
Job Description

About our company:

We're a digital-first business empowering the everyday woman and inspiring self-confidence. We're a leading womenswear brand, headquartered in Singapore, with an omnichannel presence across Hong Kong SAR China, Indonesia, Malaysia, and a retail franchise in Cambodia.

Founded in 2010, we're proudly female-founded with more than 65% female representation in leadership roles.

We're looking for people who are wildly passionate about making an impact and being part of a dynamic team in a workplace with no corporate BS.

The Role

We're seeking a strategic, results-driven CRM Manager to lead our customer engagement strategy. You'll drive retention and loyalty through data-driven campaigns, platform optimization, and cross-functional collaboration.

You'll bring our loyalty and referral programs to life by leveraging customer insights to create exciting perks, irresistible rewards, and memorable experiences that keep our community coming back for more.

  • Customer-obsessed, with a passion for creating impactful experiences
  • Experience managing a loyalty or membership programme in retail or e-commerce
  • Hands-on experience with CRM tools and marketing automation programs
  • Analytical to interpret data, generate insights, and optimise performance
  • Experience managing vendors and evaluating marketing tech tools
  • A strong collaborator and effective communicator
  • Past experience in managing a team
Main Responsibilities

Customer Engagement Strategy

  • Develop the strategy and lead execution of the customer engagement strategy across channels (e.g. lifecycle email, Whatsapp)
  • Stay updated on martech trends to continuously improve customer engagement strategy, tools, and execution
  • Analyse customer data and campaign performance to uncover insights, improve targeting, and optimise communications.
  • Manage customer engagement vendor partnerships and lead platform evaluations (e.g. CDP and CEP) that powers advanced segmentation & automation

Customer Insights

  • Leverage customer insights to drive program enhancements that increase engagement, retention, and lifetime value
  • Strengthen customer insight capabilities through tools like surveys and focus groups to better inform customer strategies across the company

Team Leadership

  • Own overall customer engagement KPIs, including new customer acquisition, retention, and engagement
  • Lead and coach the customer engagement team, managing performance, goal setting, and capability development
  • Manage the customer engagement team's resource allocation, ensuring alignment with strategic priorities

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