Customer Retention Profiling Strategy

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

You will lead the strategy, governance, and data enablement of Customer Lifecycle Management (CLM) initiatives. This role connects data, customer strategy, and execution by building segmentation frameworks, metrics, forecasting models, and data solutions that help drive customer growth and engagement.
 

You will be responsible for the following:

• Develop and manage the overall customer segmentation framework, including defining customer segments, scoring models, and the right metrics to measure customer behavior and value.

• Manage campaign audience bases and recommend the right customer segments to CLM and Growth teams to improve campaign effectiveness.

• Build and improve campaign lifecycle frameworks and processes to help teams plan, launch, and monitor campaigns in a consistent and timely manner.

• Lead customer base forecasting across Acquisition, Retention, and Resurrection, working closely with Business Forecasting teams to ensure accurate and updated forecasts.

• Establish and align key CLM metrics and KPIs across the organization, ensuring data is complete, accurate, and relevant to the metrics and scoring models.

• Partner with the Data Office, Market Research, and CLM Product teams to develop data solutions such as audiences, dashboards, models, and customer signals.

• Establish and maintain user data governance standards to ensure customer data is reliable, consistent, and properly managed.

• Lead weekly, monthly, and quarterly business reviews, providing clear updates on performance, key initiatives, risks, and action items.

• Prepare reports and insights for senior leadership and the C-suite to support business and strategic decisions.

• Work closely with cross-functional teams to translate business needs into clear data, strategy, and execution plans.
   

We are looking for:

• 4–6 years of experience in Customer Lifecycle Management, CRM, Corporate Strategy, Marketing Strategy, or related fields.

• Experience in fast-paced industries such as technology, fintech, telco, or app-based businesses.

• Proven experience in building or improving customer lifecycle, segmentation, data, or marketing capabilities.

• Strong understanding of customer behavior, user journeys, segmentation, and how marketing campaigns influence customer growth and engagement.

• Experience working with senior leaders and cross-functional teams in strategy, governance, or business planning.

• Strong analytical and problem-solving skills, with the ability to turn data into clear and actionable insights.

• Experience in customer base management, portfolio management, segmentation, or forecasting is a plus.

• Knowledge of SQL or other data tools is an advantage.

• Strong project management and stakeholder management skills.

• Excellent written and verbal communication skills, with the ability to present complex information clearly.

• Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.

• Collaborative, adaptable, and open to feedback and continuous learning.

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package