Customer Relationship Management & Loyalty Manager

Job Description

Job Description

JOB SUMMARY

The Customer Relationship Management (CRM) & Loyalty Manager will lead and manage the strategic priorities of the company’s business objectives.

They will have a proven track record of managing successful CRM and loyalty campaigns. They will also have a deep knowledge of digital marketing best practices and emerging trends.

They develop and implement campaigns that drive best-in-class retention and loyalty for customers at Jollibee Restaurants in North America and will balance digital marketing, analysis, and program execution in our fast-paced environment.

To be successful, they should have experience executing world-class digital marketing campaigns and they are comfortable leveraging marketing automation technologies (email, push notifications, in-app and SMS).

This role involves leveraging data-driven insights to build and execute strategies that drive customer adoption, engagement, and retention for the Jollibee brand’s websites and apps.

ESSENTIAL FUNCTIONS

1. Customer Relationship Manager (CRM) Strategy Development :

a. Develop and execute comprehensive CRM strategies to enhance customer experience and increase loyalty.

b. Utilize customer data and analytics to identify key touchpoints and opportunities for engagement.

2. Loyalty Program Management :

a. Oversee the development and management of company’s customer loyalty programs.

b. Implement initiatives to reward and retain customers, ensuring the program aligns with overall business goals.

3. Data Analysis and Insights :

a. Analyze customer data to derive actionable insights and trends.

b. Utilize analytics tools to measure the effectiveness of CRM and loyalty initiatives.

4. Campaign Planning and Execution :

a. Plan and execute targeted loyalty campaigns to drive acquisition, retention, and reactivation. Must consider cross-functional implications around operational support, budgeting, marketing segmentation, campaign direction, and include post-promotion analysis.

b. Manage loyalty campaigns from concept through execution, including calendar, creative development, trafficking, deployment, optimization, and weekly reporting.

This would include email, push, Short Message Service (SMS), in-app and web marketing campaigns across customer lifecycle segments.

c. Continuously optimize existing lifecycle channels and evergreen campaigns, while finding opportunities to test channels / campaigns (with a rapid test, learn, optimize approach).

d. Collaborate with brand marketing teams to ensure seamless integration of CRM and loyalty initiatives into overall marketing strategies .

5. Customer Communication :

a. Develop and maintain personalized communication strategies for different customer segments.

b. Ensure effective communication through various channels, including email, social media, website, app, and other relevant platforms.

6. Cross-Functional Collaboration :

a. Collaborate with cross-functional teams, including brand marketing, operations, and customer support, to align CRM strategies with overall business objectives.

b. Share insights and recommendations with relevant stakeholders.

7. Technology Management :

a. Evaluate, implement, and manage CRM and loyalty tools and technologies to support effective customer engagement.

b. Stay informed about industry trends and advancements in CRM and loyalty management.

COMMON KEY RESULT AREAS (KRA) :

On top of the above essential functions, the CRM & Loyalty Manager will perform the following key result areas common to all Marketing team members :

1. Accelerate Sales Growth

2. Ensure Solid Profitability

3. Improve Brand Accessibility

4. Expand Reach and Appeal to a Broader Market

5. Build Marketing Capabilities to Support Accelerated Growth

Others

• Collaborate and initiate business meetings with direct reports, internal support functions and external clients to achieve desired results related to department’s projects.
• Manage allocated budget for project / s and / or assigned brand / units / department.
• Manage significant timelines and deliverables as agreed.
• Perform other job or marketing expertise related assignments in order to develop oneself and / or share one’s expertise resulting to support work efficiencies.

JOB SPECIFICATIONS

Education

At least a Bachelor's degree in Marketing, Business or a related field or any equivalent related course; with Master’s degree, a plus.

Experience

At least five (5) years of experience in digital marketing, ecommerce, or related fields, with a proven track record of success in CRM and loyalty management, preferably in a similar industry like Quick Service Restaurant (QSR), or any equivalent combination of education and experience from which comparable knowledge, skills and abilities have been achieved.

Comprehensive experience tracking and reporting key CRM and loyalty performance metrics. This includes proficiency in analytics tools (Google Analytics 4 or GA4, etc.).

Ability to work collaboratively in a fast-paced environment.

Excellent communication and interpersonal skills.

Strong analytical and data interpretation skills.

Experience with Paytronix and Braze, a plus.

Prior working experience with CRM and loyalty software related to campaign management, email, push notifications, in-app messaging,

Skills and Essential Traits

• Strong leadership, interpersonal, partnership and influence management skills.
• Detail-oriented, self-starter and agile.
• Ability to make autonomous decisions in a timely manner.
• Collaborative team-player.
• Analytical and critical thinking combined with operational excellence.
• Experience working in a fast-paced and dynamic environment with rapid change.
• Excellent time-management and organization skills to manage multiple projects and tight deadlines.
• Experience collaborating cross-functionally with global and regional teams, Business Technology, Operations, Marketing disciplines, and vendors / consultants

Non-Essential Duties and Responsibilities

• Perform administrative duties as necessary i.e. making copies, filing, etc.
• Prepare department plans, objectives, key results areas and performance measures.
• Prepare annual budget and manage operating expenses pertaining to brand assignment or assigned function.
• Prepare management reports.

Other Qualifications

Computer Literacy : Proficient in MS Applications (MS Word, Excel, PowerPoint) and trainable in other software related to the job.

• Physical Effort / Requirements : While performing the duties of this job, the employee will :
• Sit for the majority of time, approximately 80% of the scheduled work shift.
• Lift, reach, pull, push, grasp and use hands rarely.
• Bend and / or squat down occasionally.
• Need to see well enough to read / compose email, reports and use the computer and be proactive on job requirements.
• Need to speak and hear well enough to give / receive instructions, feedback and communicate with employees, customers, partners, vendors.
• Be required to work irregular hours, varying work shifts schedules as necessary at work.
• Work Environment : While performing the duties of this job, the employee is regularly exposed to :
• Office Setting
• Access to necessary technology, including computers, copying machines, etc.
• Mild to Moderate noise level work environment.
• Meeting Rooms and Conference Rooms with basic audio-visual equipment.
• Common areas for teamwork and brainstorming
• Quiet rooms for focused work.
• Adherence to health and safety guidelines and regulations (i.e. fire exits, emergency procedures).
• Availability of first-aid kits.
• Availability of break rooms or designated lunch areas.
• A culture that espouses Choose Joy (our Employer Value Proposition), Inspire Joy (our Leadership Brand) and Joy for All (our Diversity, Equity and Inclusion).
• Opportunities for professional development and growth.
• Tensions and pressures may arise in meeting deadlines and goals.

This job description has been designed to indicate the general nature and level of work performed by employees in this classification.

It is not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities and qualifications required of employees assigned to this job.

The duties, responsibilities may differ from the job description, and that the other duties as assigned, may be part of the job.

THIS JOB IS FOR IMMEDIATE PLACEMENT.

APPLICANTS MUST BE AUTHORIZED TO WORK IN THE USA.

This Company is an Equal Opportunity Employer.

We use eVerify to confirm U.S. Employment eligibility.