Marketing Officer - Client Retention

Reporting directly to the Marketing Communications Manager. The Marketing Officer for Client Retention will drive strategies and campaigns to engage, educate, and retain customers, focusing on customer lifetime value and loyalty.

Key Responsibilities

Manages and supervises marketing specialists to achieve targets and directives through the following activities, including but not limited to:

Customer Engagement and Loyalty Programs

• Plan, execute, and optimize multichannel retention campaigns (e.g., content marketing, loyalty programs, community building, etc.)
• Develop and manage programs designed to engage and educate customers, fostering deeper engagement with the brand.
• Track and report on customer retention metrics (e.g., churn rate, customer lifetime value, repeat purchase rate) and recommend optimizations to maximize customer loyalty.
  
  

• Develop and implement strategies for engaging customers through online videos, podcasts, events, webinars, workshops, and other experiential initiatives.
• Collaborate cross-functionally to develop educational content, tutorials, and resources that empower customers to fully utilize and understand the value of our products and services.
• Conduct A/B and multivariate tests to refine engagement strategies, content, and event formats.
  
  

• Identify opportunities to gather customer feedback and insights to improve retention strategies, customer satisfaction, and customer loyalty.
• Collaborate with other departments to launch external events, webinars, and other activities that aim to engage customers and cultivate brand advocates.
• Implement initiatives to encourage customer reviews, testimonials, and referrals.
  
  

• Monitor the performance of retention activities across customer journey touchpoints to identify cost-optimization opportunities.
• Analyze customer engagement, retention metrics, and campaign performance using analytics tools to identify trends and areas for improvement in retention strategies.
• Support content performance analysis by providing performance data and insights to guide efficient content production.
  
  

• Lead and mentor the marketing specialists, fostering a data-driven culture focused on retention and content optimization.
• Provide guidance on marketing materials development, ensuring alignment with retention strategies.
• Regularly assess the teams performance and tailor training programs to enhance their expertise in digital and traditional marketing, analytics, and customer journey optimization.
• Assist the marketing leadership in recruiting, onboarding, and conducting performance reviews for marketing client retention team members.
  
  

• Collaborate cross-functionally to align marketing strategies with business objectives, sharing insights on retention and content performance.
• Build relationships with external partners, agencies, and vendors to enhance marketing efforts.
• Deliver comprehensive marketing plans and performance reports to senior management, showcasing key retention and content effectiveness metrics, and providing strategic recommendations to enhance customer retention and drive business growth.
• Perform other work-related functions and duties as assigned.
  
  

• Bachelors degree in marketing, business administration, communications, or related field.
• 2+ years of marketing experience in both online and offline marketing (financial services or fintech experience is a plus).
• Proven track record in client retention with demonstrated success in increasing brand advocates, client loyalty, and optimizing conversion funnels.
• Experienced in leading a team, delegating tasks, setting goals, and fostering staff growth. Motivates members and maintains strong performance with clear feedback and communication.
• Experience in content performance analysis using analytics platforms (e.g. Google Analytics, social media analytics, and marketing automation tools).
• Strong analytical mindset with ability to interpret data and translate findings into strategic decisions.
• Excellent communication, negotiation, and relationship-building skills.
• Experience working with cross-functional teams, external partners, and agencies.
• Experience in projects or initiatives involving OFWs or OFW communities is an advantage but not required.
• Willingness to travel for fieldwork and attend events.