Digital Customer Experience & Loyalty Manager

Company Description

Starbucks Philippines opened its first branch in December 4, 1997, at the 6750 Ayala Building in Makati City. The company has since expanded its branches throughout the Philippines and won the hearts of Filipinos with its warm hospitality, coffee, and constant need for connection. Starbucks Coffee Company is committed to ethically sourcing and roasting high-quality Arabica coffee, and is the premier roaster and retailer of specialty coffee in the world. Starbucks Philippines is excited to bring the Starbucks Experience to every customer in every cup through its stores and website Starbucks.ph.

Role Description

This position contributes to Starbucks success by leading the strategy and delivery of meaningful digital experiences that strengthen customer connection with the brand. The role embodies and lives Starbucks mission and values by advancing initiatives that inspire and nurture the human spirit through innovative and engaging digital customer experiences.

As Manager for Digital Customer Engagement (DCE) and Loyalty, this role partners closely with Marketing, Product, Technology, Operations, and regional DCE and Loyalty teams to drive the growth digital programs across the market. The role is responsible for shaping and executing the market digital engagement and loyalty strategy, ensuring alignment with regional priorities while identifying opportunities to innovate, optimize customer experiences, and increase customer participation in Starbucks digital programs and channels.

Qualifications

• Bachelor's degree in marketing, Business, Economics, Finance, or a related field.
• At least 7 to 10 years of experience in digital marketing, digital product, customer engagement, or loyal programs, preferably within retail, consumer goods, or food and beverage industries.
• Experience managing cross functional initiatives and leading complex digital projects.
• Must be amenable to a hybrid work setup (3 days in office).
• Must be willing to work in Makati City.

Required Knowledge, Skills, and Abilities

• Strong understanding of digital innovation and evolving customer engagement strategies within the retail, consumer, or food and beverage industries.
• Strong business acumen with demonstrated ability to use digital platforms and loyalty programs to drive revenue and customer engagement.
• Proven ability to influence stakeholders and build strong partnerships across multiple functions and levels of the organization. Strong project management capability with experience leading cross functional teams and managing multiple initiatives simultaneously.
• Excellent written and verbal communication skills with the ability to present insights, strategies, and recommendations to senior stakeholders.Strong sense of ownership and accountability in elevating the customer experience across digital and physical touchpoints.
• Understanding of store operations, brand management, and marketing practices within retail or hospitality industries is an advantage.
• Proficiency in digital analytics and productivity tools such as Microsoft Office (Word, PowerPoint, Excel, Power BI), Google Analytics or Firebase, and collaboration tools such as Figma, Jira, Slack, or similar platforms.