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This position is mainly responsible for developing, implementing, and improving customer nurture Anniversary Programs for all BPLAC sales channels which includes effective customer communications through all channels such as correspondence, emails, surveys, SMS, Portals and Social Media that will create a positive relationship with customers.

He / she will ensure that the Anniversary Program is 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 Service and Advocacy Customer Programs Assistant Manager oversees institutionalizing the anniversary nurture program (either via call, survey or other communication channel) to ensure consistency of experience to customers across all sales channels.

• Designs, implements and improves the Anniversary Program to nurture existing customers (from after onboarding to 1st anniversary and milestone anniversaries).
• Consolidates and analyzes results of Anniversary Program (call, survey, etc) for all sales channels and partners and prepares monthly report to management and other stakeholders. 
• Collaborates with BPLAC Segments Heads, Customer Insights and Strategy, and/or BPI, Citi, DMTM, CorpSol or other institutional sales partners on improvement opportunities or customization of Anniversary Program to fit their desired customer experience.
• Ensures consistency of experience, execution and delivery of program intent to customers, regardless of touch point. Works with Process and Systems team in documenting the process, establishing the system requirements and initiating projects when necessary. 
• Utilizes feedback received in creating opportunities to proactively serve or address the latest financial needs of the customer (resell leads), as indicated by a life milestone, and ensures that the customer is reconnected with the BPI-Philam representative at the bank or distribution partner’s branch. Work with Resell Manager in converting leads.
• 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.
• Ensures that all requests coming from Anniversary Program via call, surveys or other touchpoints are properly endorsed to the Customer Service for proper handling and monitoring.

MINIMUM JOB REQUIREMENTS

• Graduate of any 4 or 5 year College Course, preferably in Marketing or Communications 
• At least 1-3 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, disciplined 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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