Customer Relationship Management Specialist

3 days ago

Quezon City, National Capital Region, Philippines SVEN - The Digital 1st Agency Full time

Job Description

The CRM Specialist will lead the daily operations of the assigned CRM program. This role is responsible for planning, executing, and optimizing customer relationship management campaigns that drive engagement, retention, and long-term loyalty.

RESPONSIBILITIES:

Campaign Operations & Execution

  • Manage the end-to-end execution of CRM campaigns (email, SMS, in-app push notifications, web & app assets, ad assets, and personalization flows), ensuring timely and accurate delivery.
  • Maintain daily campaign schedules, monitor deployments, and troubleshoot execution issues as they arise.
  • Collaborate with creative, data, and product teams to ensure campaign assets, targeting, and messaging align with business objectives and brand guidelines.
  • Continuously manage (acquire, discontinue & maintain) 3rd party reward & CRM partners.
  • Assist in CRM program planning and design as needed. Segmentation & Personalization
  • Build and refine audience segments based on customer behavior, lifecycle stage, and other relevant CRM data.
  • Develop and implement personalization strategies to deliver relevant, timely, and value-driven communications. Performance Monitoring & Reporting
  • Track and report on campaign KPIs, relating to campaign & material performances, CRM retention rates, conversion rates, sign-up rates, attrition rates, and other related business KPIs.
  • Analyze campaign performance and provide actionable insights to improve effectiveness and ROI.
  • Ensure data integrity and compliance with privacy regulations (e.g., GDPR). Cross-Functional Collaboration.
  • Partner with SVEN's strategy, ad, data & technical teams, and Client's marketing, technical and dealer networks to align CRM efforts with business goals.
  • Work closely with SVEN & Client's Technical teams to maintain CRM platform functionality and resolve technical issues necessary for the execution of the campaign.
  • Support all stakeholders with campaign insights and recommendations for continuous program improvement. Continuous Optimization
  • Recommend short-term and long-term CRM program improvement strategies covering, but not limited to, customer retention, upselling, and cross-selling opportunities.
  • Test and optimize campaigns through A/B and multivariate testing.
  • Stay updated with industry best practices, and automotive-specific customer engagement trends.

BENEFITS

DIGITAL WORK MADE REFRESHING FOR YOU

Digital isn't the easiest industry to be part of — it's always on and always evolving. The client pressure is real, but with the right support and programs in place, you'll know you've got it — and we gotchu too as part of one of only two agencies in the Philippines certified as a Great Place to Work.

BEST SUPPORT FAM

  • Immerse in a supportive atmosphere with uplifting mentors and teams.
  • Vibe with us through monthly employee programs and events.
  • Get recognized for your hustle – we celebrate wins

DIGITAL 1ST PRODUCTIVITY

  • Level up on efficiency through Digital 1st equipment, tools, and systems.
  • Boost your skills with in-house learning programs and company-sponsored training.
  • Stay agile by adhering to SCRUM and Agile methodologies and rituals.

FULFILLING BREAKTHROUGHS

  • Own your career path with regular appraisals and growth opportunities
  • Rotate through diverse projects, gaining exposure to different languages, frameworks, and platforms
  • Use your leaves in any way you like – for catching up, pursuing your passions, or contributing to the community
  • Stay healthy and secured with HMO and life insurance, plus all-around support from different experts on mental health, nutrition, finances, and more.

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