Manager, Customer Engagement & Loyalty

• The Manager, Customer Engagement & Loyalty is responsible for designing, executing, evaluating, and reviewing strategies that enhance customer engagement across the entire lifecycle, strengthen customer relationships, and drive loyalty and retention.
• This role oversees customer loyalty programs, engagement initiatives, VIP customer experience, and cross-channel communication to ensure customers receive consistent, high-quality experiences aligned with the organization’s service standards.

Customer Loyalty Program Management

• Lead end-to-end management of the customer loyalty program, including design, enrolment, benefit tracking, engagement activities, and partner coordination.
• Analyze customer behavior, segmentation, and loyalty metrics to drive program improvements.
• Work with existing and potential new loyal partners to negotiate and expand customer benefits, exclusive offers, and reward options.
• Monitor program performance KPIs (awareness rate, redemption rate, engagement score) and prepare monthly dashboards.
• Collaborate with Marketing/Agency/Sales to promote awareness and adoption.

VIP Customer Experience Management

• Maintain and enhance a structured VIP tier framework.
• Deliver personalized care: proactive check-ins, claims/support follow-up, and tailored communication.
• Coordinate with Distribution, Claims, Policy Service, and Customer Care to ensure the designed experience meets its objective. provide fast-track service for VIP cases.
• Prepare VIP touchpoint plans, events, and appreciation programs.

Customer Insights & Continuous Improvement

• Identify pain points and opportunities to enhance the loyalty and VIP experience journey.
• Conduct surveys and feedback analysis to improve processes.
• Lead initiatives to improve customer retention and strengthen brand advocacy.

Governance & Reporting

• Maintain clear SOPs and guidelines for loyalty program operations and VIPs program.
• Prepare monthly reports for senior management and EXCO updates.
• Ensure compliance with company policies and regulatory requirements.
• Provide insights for service quality enhancement.

• Bachelor’s degree in Business, Marketing, Customer Experience, or related field.
• Minimum 3–5 years experience in customer experience, loyalty programs, marketing, or CRM.
• Experience in insurance, banking or any loyalty-driven industry is a plus.
• Strong data analysis skills (Excel, dashboard tools).
• Good communication skills in English and Khmer.
• Strong customer-centric mindset and high attention to details.
• Knowledge of CRM systems and customer segmentation is an advantage.