Manager, Customer Lifecycle and Loyalty

Department
Customer Experience

Employee Type
Probationary

Step into the forefront of the aviation industry with Cebu Pacific, a trailblazer in creativity and innovation in the Philippines. Our Marketing and Customer Experience team integrates a diverse range of disciplines including Customer Experience, Brand and Technology Marketing, Digital Media, Partnerships and Ancillaries, Corporate Communications, and Customer Care. At Cebu Pacific, marketing goes beyond promoting the latest seat sales—it's about creating connections, building loyalty, and delivering experiences that passengers carry with them long after the flight has landed.

Bring your unique and bold ideas to the team and be a moment maker in the ever-evolving field of Marketing & Customer Experience as a
Manager, Customer Lifecycle and Loyalty
. Visit our careers site to learn more about how your moment matters at Cebu Pacific: CEB Careers Site

Primary Responsibilities:

• Oversee and continuously optimize Cebu Pacific's loyalty and rewards programs, including any point- or tier-based system.
• Manage the partnership with the loyalty coalition program members for member tracking, benefit fulfillment and expansion, program enhancements, and vendor/supplier coordination.
• Administer the loyalty program budget and assess ROI of campaigns and partnerships.
• Collaborate with digital and design teams to improve user experience and introduce innovative reward mechanics.
• Design customer lifecycle journeys from first booking to frequent flyer and beyond.
• Partner with Marketing to develop personalized engagement strategies and win-back campaigns based on behavior, recency, and frequency, which nurture relationships and prompt rebooking.
• Identify and convert high-value or at-risk customer segments through targeted offers and communications.
• Continuously improve customer satisfaction and loyalty by identifying opportunities to increase engagement and reduce churn.
• Leverage insights from NPS, VOC, and behavior data to refine loyalty propositions and experiences.
• Work with Marketing to promote program awareness across multiple channels (email, app, website, social).
• Track key performance indicators related to member growth, activity rate, retention, churn, and lifetime value.
• Benchmark against global loyalty best practices to introduce innovation and competitiveness.
• Collect and utilize customer feedback to refine loyalty strategies and user experience.
• Review metrics on a regular basis to identify strengths and find opportunities based on customer feedback, and close the loop with internal stakeholders

Qualifications:

• Bachelor's degree in Business Administration, Marketing, Economics, or a related field
• MBA or equivalent postgraduate qualification is a strong advantage
• Training in loyalty program management, CRM, or customer experience are a plus
• Minimum 3 years of experience in loyalty program management, customer experience, or CRM
• Proven track record of managing coalition or airline loyalty programs
• Strong understanding of loyalty program economics, customer segmentation, and data analytics
• Familiarity with Analytics tools (Google Analytics, Power BI, or similar)
• Experience working with external partners and cross-functional teams
• Familiarity with digital platforms, mobile apps, and omnichannel engagement
• Must have a valid work visa or legal authorization to work in the Philippines

Why Join Us:

• We are the first Great Place to Work certified airline in Southeast Asia.
• We have been recognized as Best Employer Brand on LinkedIn for two consecutive years.
• Be part of a forward-thinking team that values innovation and continuous improvement.
• Play a key role in developing and nurturing the talents that drive our success.
• Accelerate your career with access to extensive learning programs and leadership development initiatives, all under Ceb U, our corporate university.
• Enjoy unique employee perks such as free travel for you and your family. Expanded coverage to common law partners and same sex partners
• Be assured of a comprehensive healthcare coverage upon hire.

Note: This position is for an Individual Contributor and will be based in Pasay City, Metro Manila but currently follows a hybrid workplace flexibility arrangement.
Your moment matters. Be a Moment Maker

Cebu Pacific warns the public against fake hiring and training advertisements by unknown groups. We do not require payment from candidates during the recruitment process nor do we require submission of physical application documents. For official information on our job openings, please visit our LinkedIn or career site at CEB Careers Site for reference.
Experience Range Range (Years)
3 - 5 years

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