BUSINESS SUMMARY
ABS-CBN is considered one of the country’s leading media and entertainment companies, with service offerings across the different platforms of media, servicing a wide array of customer segments.
As an organization, ABS-CBN affirms its mission of being in the service of the Filipino and all of its stakeholders worldwide. The company is driven to pioneer, innovate and adapt as it continues to provide information, news and entertainment that connects Filipinos with one another and with their community - wherever they may be. ABS-CBN is firmly committed to pursuing excellence.
Prior to the shutdown of its broadcast operations in 2020, ABS-CBN was the largest television network in the Philippines. As a radio broadcast company, it operated 22 radio stations including anchor radio stations in Mega Manila, DZMM and DWRR, in the AM and FM bands, respectively.
The company delivers television programming outside of the Philippines to over 3 million viewers in North America, the Middle East, Europe, Japan, Australia, Canada, and other countries in Asia, through the internet and the Company’s global distribution platform, TFC, using DTH satellite service, cable television channels, IPTV, mobile applications and video streaming services. Its offerings are further complemented by subsidiaries focused on other multimedia services such as film production, music recording, telecommunications, and magazine and book publishing.
RESPONSIBILITIES
The Customer Lifecycle Management (CLM) Specialist will be responsible for developing and implementing strategies to enhance experience at each stage of the customer lifecycle of the iWantTFC user and subscriber, from acquisition to engagement to retention. This role involves analyzing customer data to identify trends, behaviors, and opportunities for growth; designing customer segmentation and targeting strategies; and collaborating cross-functionally to execute CLM programs and campaigns.
The CLM Specialist should monitor and report on Key Performance Indicators (KPIs) related to customer lifecycle management, and develop and provide insights through regular business reviews, customer feedback surveys, and other insights acquisition methods.
The CLM Specialist should demonstrate strong verbal and written communication skills as well as strong analytical skills. He/she should have demonstrated proficiency in the use of various digital platforms such as email marketing, marketing automation, digital analytics, and online surveys. He/she must demonstrate the ability to flawlessly execute initiatives and plans, with consistent attention to detail.
He/she will report directly to the Head of Subscriber Management and will work closely with Marketing, Sales, Data Analytics, Consumer Operations, and other Stakeholders.
CLM Planning, Analysis, and Monitoring
- Drive insights generation and data-driven strategy development for customer segmentation, targeting, and communications
- Design and develop programs and campaigns - customer journeys, touchpoints, messaging, and offers - across online and offline executions -and continuously enhance them to develop highly personalized experiences
- Define, track and report analytics and Key Performance Indicators (KPIs) for campaign performance and contribution to business goals
CLM Platform Management
- Manage CLM platforms, tools, and campaigns
- Ensure adoption of CLM and Marketing tools across relevant roles to maximize CLM programs
- Ensure processes, systems, databases and reports are compliant & aligned to support program objectives through close collaboration with internal and external partners
Campaign Execution
- Drive the successful roll-out of CLM-led projects and campaigns that will improve customer engagement and conversion to retain and grow customer lifetime value
- Support all stakeholders with the development and implementation of marketing campaigns
- Liaise with other parties to ensure campaign processes and requirements are met
REQUIREMENTS
- Bachelor’s degree in Business Management, Marketing, Business Economics, Communications, Information Technology or related courses.
- 3-4 years’ experience within Marketing, Digital Platform Management and/or Data Analytics function, with exposure and good grasp of digital marketing, data analytics, email and communication platform management, project management & communication
- 3 years experience in CLM/ CRM
- With experience working on digital performance campaigns, and has worked in performance-heavy industries (media, telco, airlines, finance, fintech)
- Proficient and easily adaptable with the use of Customer Relationship Management (CRM) software and digital communication platforms (email marketing, marketing automation, online survey, etc.)
- Ability to develop/present reports and insights with the use of analytical tools (i.e. PowerBI, Amplitude, etc.)
- Has strong project management skills essential to coordinate the work of a wide range of different internal and external partners
- Knowledge in Microsoft Office
Preference will be given to candidates who APPLY ONLINE.