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The Customer Retention Officer is mainly responsible for developing and implementing retention programs, resell campaigns or projects that will increase customer share of wallet, thereby increasing stickiness and loyalty to the Company.

He / she will ensure that all programs or campaigns are aligned with segment strategies and overall desired customer experience (DCE) model of the company with customizations of mechanics, process or execution, as required by the segment, bank or partner distribution across all sales channels.

The Customer Retention Officer is in charge of institutionalizing the maturities, paid-up and other resell programs to ensure ease of doing business, consistency of process, service delivery and experience of customers across identified touch points.

• Designs and implements Existing Customer Marketing (ECM) programs that will increase share of wallet or policy acquisition of existing customer.

• Works with Actuarial, Finance / Treasury, and bank partners in instituting reliable upsell, cross-sell, resell or recapture programs that are convenient for the existing policy owners.

• Ensures consistency of experience, execution and delivery of program intent to customers across touch points and sales channels (BSE / CorpSol / DMTM/ID, Call Center, Digital, Partner Bank Branch).

• Works with Process and Systems team in documenting the process, establishing the system requirements or initiating projects when necessary.

• Collaborates with BPLAC Segments Heads, CRM, and/or BPI, Citi, DMTM, CorpSol or other institutional sales partners on improvement opportunities or customization of upsell, cross-sell, resell and recapture programs.

• Ensures that corresponding program monitoring against objectives (monthly, mid-point evaluation or closing report), escalations (for any issues or risks encountered) are generated and reported to Management, as deemed necessary.

MINIMUM JOB REQUIREMENT

• Graduate of any 4 or 5 year College Course, preferably in Marketing or Communications

• At least 5 years of relevant work experience in the area of Marketing, Advertising or Customer Campaign Management / Activations

• Insurance or Banking experience is a plus

• Must be a strong, disciplines and highly organized individual contributor, capable of delivering work with minimal supervision and managing matrix of control

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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