The Customer Engagement and Loyalty Officer will develop and oversee customer loyalty programs to drive sales and increase customer lifetime value. He/She will be responsible for planning and overseeing the E2E implementation of the company's loyalty programs, from planning down to monitoring and evaluation. He/She will play a crucial role in driving customer satisfaction, loyalty, and revenue growth across our remittance, added-value products, digital business, loan services, and forex revenue groups.
Additional responsibilities include market research and audience segmentation, monitoring the results of ongoing loyalty programs, drawing actionable insights from performance reports, and implementing leading practices in future engagement initiatives.
KEY FUNCTIONS AND RESPONSIBILITIES
Strategy Development and Implementation
- Plan, design, and oversee the implementation of an overarching brand loyalty strategy to strengthen customer engagement, boost retention, reduce churn, and increase sales;
- Create and implement effective loyalty programs and promotional initiatives, along with execution benchmarks to measure success;
- Perform in-depth persona in sighting and execute data-driven customer segmentation to customize loyalty programs according to each audience segment.
Product and Program Coordination
- Coordinate with the product development team to ensure that customer needs and preferences are considered in the development and enhancement of products and services;
- Manage the commercials for each initiative to ensure accurate and effective reporting.
Performance Monitoring and Analysis
- Study campaign reports, evaluate impact using industry-accepted metrics, and implement interventions to improve performance;
- Monitor customer satisfaction levels using metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Net Easy Score (NES), and Customer Lifetime Value (CLV).
Market Research and Competitive Analysis
Conduct market research and competitor analysis to stay informed about industry trends and best practices in customer engagement and loyalty programs.
Stakeholder Collaboration
Collaborate with internal and external stakeholders to support the successful execution of loyalty and customer engagement initiatives.
Others
Performs other duties that may be assigned from time to time.
Qualifications
- Education: Bachelor's degree in Business, Marketing, Communication, or a related field;
- Experience: 2-4 years of experience in loyalty marketing, customer engagement, customer management, or a similar role. Strong analytical skills and experience in customer insights.
- Skills: Proven ability to develop and implement successful customer engagement and loyalty programs;
- Excellent communication and interpersonal skills for effective collaboration with cross-functional teams and stakeholders;
- Results-oriented with a customer-centric mindset, focused on driving revenue growth and enhancing customer satisfaction;
- Familiarity with CRM systems and customer analytics tools;
- Strong adaptability to a fast-paced and dynamic environment;
- Exceptional communication, presentation, and project management skills.
Discover the Perks.
- Embrace the Future of Work with our hybrid working setup, granting you the flexibility to achieve a perfect work-life balance. No more mundane routines – expect a dynamic environment that fosters growth and innovation!
- A Thriving Culture: Prepare to be immersed in a collaborative and friendly culture, where teamwork and camaraderie flourish. Your colleagues will quickly become your second family, making every workday enjoyable and fulfilling.
Why Join us
- Our Purpose: To empower and uplift Filipinos by providing access and choices for financial inclusion
- Our Mission: We put the customer first by delivering innovative, reliable, and secure solutions to all our stakeholders and through digital and human touchpoints.
- Our Vision: A nation where financial services are inclusive and borderless
- Industry Leadership: As a subsidiary of Union Bank of the Philippines, PETNET is backed by a strong financial institution that leads the way in delivering innovative solutions and revolutionizing the banking industry.
- Professional Growth: We foster a culture of continuous learning and personal development. By joining our team, you will have access to training programs, mentorship opportunities, and a supportive work environment that encourages growth and progression.
- Team Collaboration: At PETNET, we believe in the power of collaboration and teamwork. You will have the opportunity to work alongside talented professionals, exchange ideas, and contribute to meaningful projects that shape the future of financial services.
- Impactful Work: Our services play a crucial role in facilitating global transactions, cross-border payments, and financial inclusivity. By joining us, you will make a tangible impact on individuals, businesses, and communities, both locally and globally.
