Head of Customer Engagement and Retention

1 week ago

Ayala Alabang, National Capital Region, Philippines Private Advertiser Full time ₱1,500,000 - ₱2,500,000 per year

Job description:

ABOUT THE POSITION:

We are seeking an experienced and results-oriented Head of Customer Engagement and Retention to lead customer lifecycle and engagement strategies for a global digital entertainment platform. The ideal candidate will have a solid background in retention marketing, loyalty management, and customer analytics, with a proven ability to develop and implement initiatives that enhance engagement, strengthen loyalty, and drive sustainable growth.

As the Head of Customer Engagement and Retention, you will lead a dynamic team dedicated to delivering outstanding user experiences and maximizing customer lifetime value through data-driven retention initiatives, personalized campaigns, and continuous performance optimization.

QUALIFICATIONS:

  • Bachelor's degree in Marketing, Business Administration, or a related field (Master's degree preferred).
  • Proven experience in retention marketing, customer lifecycle management, or CRM within digital or online industries.
  • Strong analytical skills and proficiency in data interpretation to drive business decisions.
  • Experience in developing and managing loyalty programs to increase engagement and maximize customer lifetime value.
  • Demonstrated success in revenue growth through targeted campaigns, upselling, and cross-selling.
  • Excellent communication, interpersonal, and leadership skills, with the ability to inspire and guide a team.
  • Passion for digital marketing, customer engagement, and user experience.

DUTIES AND RESPONSIBILITIES:

  • Customer Lifecycle Management (CLM): Develop and implement strategies to effectively manage the entire customer lifecycle—from acquisition and engagement to retention and reactivation.
  • Growth Strategy: Identify opportunities to increase user engagement and retention through innovative and data-driven marketing initiatives.
  • Retention Marketing: Lead the planning and execution of targeted campaigns across multiple digital channels (email, SMS, push notifications, in-app, etc.) to engage and retain users.
  • Loyalty Programs: Design and manage loyalty or rewards programs that encourage repeat engagement and enhance customer loyalty.
  • Digital Analytics: Utilize analytics tools to monitor user behavior, campaign performance, and retention metrics, continuously improving strategies based on insights.
  • Revenue Optimization: Collaborate with cross-functional teams to implement retention strategies that support upselling, cross-selling, and personalized customer offers.
  • Customer Relationship Management: Build and maintain strong relationships with high-value users by offering tailored experiences and dedicated engagement strategies.
  • Team Leadership: Lead and mentor a team of retention marketing professionals, fostering collaboration, performance excellence, and innovation.

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