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The Customer Communications Manager is responsible for developing and/or improving all communications (email, SMS, printed, etc.) directed to new and existing customers including but not limited to service or transactional forms, policy-triggered communication or company news and advisories, customer experience program promotions released through various communication platforms.

He/she is also in charge of promoting all platforms of communication to existing customers, such as the ePlan Customer Portal, customer service centers, call center, and influencing or activating customers towards utilization of such platforms.

He/she will ensure that all communications and customer activation processes are aligned with segment or bank partner approach, Ease-Of-Doing-Business (EODB) and simple language integral to the desired customer experience (DCE) model of the company.

The Customer Communications Manager also handles and oversees the implementation of various corporate, brand, and product marketing initiatives. Working with their respective counterparts within BPI, Philam Life and AIA when needed.

He/she also develops various external communication plans covering public relations, media relations and advertising.

• Align and manage BPLAC’s corporate brand vis-à-vis distribution partners and ensure that the brand is consistently executed across all touch points for customers and employees.
• Ensure the BPI-Philam brand is aligned with BPI and Philam Life and that the visual identity is implemented across all touch points in the bank and sales channels in the country.
• Oversees the development of a quarterly customer communication, tagged as “BPI-Philam and You” newsletter, to all existing customers via applicable media.
• Assist in the development and execution brand marketing campaigns to increase the company’s brand awareness and continuously improve brand health.
• Develop and execute integrated marketing communications plans to promote and support the company’s initiatives for product launches and customer campaigns.
• Lead and manage the company’s corporate communications including media relations and crisis communications to address applicable reputational risks and ensure consistent positive brand image to its customers, employees and public.
• Collaborates with PAL, BPI, AIA counterparts in the development of various communications throughout the desired LBAC journey.
• Ensures that brand components and guidelines are observed in all customer communication materials and align with BPLAC Segments Heads, Customer Insights and Strategy, and/or BPI, Citi or other institutional partners on improvement opportunities or customization of customer communications and activations programs.
• Manages an inventory of all customer communication and its details (such as previous and current versions of the copy and their corresponding release schedules) to ensure that there will be no replication of correspondences, avoiding communications fatigue from BPI-Philam.
• Ensures that corresponding activation or communication reports and escalations (for any issues or risks encountered) are generated and reported to Management, as deemed necessary.
• Develop creative and business writing requirements as needed

Other Roles

• Effectively manage the marketing budget.
• Work with the various BPLAC, PAL, AIA and BPI counterparts, and external parties as required.
• Support the Partnership Customer Communications team to deliver tasks and requirements.
• Perform other tasks as may be required by stakeholders.

MINIMUM JOB REQUIREMENTS

• Bachelor’s Degree in any Business, Marketing, or Liberal Arts course
• At least 3 years of experience in Marketing: Advertising / Branding / Public Relations / Marketing Communications preferably from a financial services company
• Excellent communication skills both written (writing, proofreading, layout and design) and verbal (able to present concepts)
• Strong organizational and planning skills with keen eye for detail and time management
• Self-motivated, collaborative, and can work under minimal supervision
• Basic knowledge in Adobe Photoshop or Illustrator, video production and editing, MS Powerpoint or Keynote
• Mobile, native English and Filipino speaker.

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

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.