531 Customer Relationship Management jobs in the Philippines

We are UMG, the Universal Music Group. We are the world's leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

The core values that comprise Universal Music Group are
Authenticity, Boldness, Creativity, Connection, Drive and Insight
. These values are the essence of our people which makes UMG the most renowned company in the music industry.

We are in search of a
CRM Specialist
to join our Marketing Services team based in Manila.

About the Role

As a CRM Specialist, you'll help grow and deepen relationships with audiences (superfans) through data-driven audience strategies, growth, engagement, loyalty and customer lifetime value.

The ability to confidently lead projects and inspire people is essential, coupled with a highly collaborative nature and flexibility to do what it takes to bring campaigns from conception to success. You will need an excellent knowledge of digital channels and proven results in building a social following.

The ideal candidate is a self-starter with strong problem solving and analytical ability and has an experimentation mindset. You should have a deep understanding of CRM lifecycles and best practices and thrive in a fast-paced and dynamic work environment. You would be enthusiastic in performing at the highest standards and pushing creative boundaries.

Your key responsibilities are as follows:

• Responsible for audience growth across all music genres – international and domestic repertoire
• Cultivate strong ties with fandoms, digital communities, and superfans to inform campaign development to drive fan engagement.
• Responsible for audience targeting, campaign management, measurement, and optimization: develop roadmap, define metrics, measure KPIs and derive actionable recommendations
• Use various cross-selling / up-selling marketing strategies to drive conversions through our channels: nurture superfans and grow artist affiliation
• Work closely with regional and local marketing, digital streaming, e-commerce, and data analytics to plan, design and implement audience segments, personalization tactics and campaign activations
• Recommend audience segments and campaign strategy for each market based on data-driven insights from campaign performance, flows, and experiments
• Work with line manager to provide best-in-class practices to share with local opcos
• Becomes the expert user of Universal Music Group's marketing automation tools.
• Provide support and hands-on training for local opcos on relevant tools
• Communicate progress, risks, expectations, timelines, milestones and other key campaign/project metrics to line manager, stakeholders, and team members

Desirable Traits

• 2-3 years of experience in CRM, Audience acquisition role, Email Marketing or digital retention marketing preferably in music/entertainment, tech or lifestyle brands.
• Proven track record in designing, planning, and implementing audience and marketing strategies to drive business goals
• Able to set up and optimize campaigns and automated flows across marketing channels
• Experience using marketing automation tools and platforms to build audience segments, audience journeys and run AB testing tactics
• Experience with analytics tools, e.g., Google Analytics, Facebook Ad Manager, etc.
• Experience with customer database management
• Effective self-starter who excels in a lean and fast-paced organization where continuous innovation is needed
• Excellent analytical, communication and project management skills

Bonus Qualifications

• Experience with hands-on data query via SQL, Python
• Exceptional visualization skills using DOMO, Tableau, or other relevant visualization tools

Interested? Please follow the link to submit your application today

Note: Only shortlisted applicants will be contacted.

About us:

Universal Music Group (UMG) is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content in more than 60 countries.

Featuring the most comprehensive catalog of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans.

UMG's catalog is marketed through two distinct divisions, Universal Music Enterprises (in the U.S.) and Universal Strategic Marketing (outside the U.S.). UMG also includes Universal Music Publishing Group, one of the industry's premier music publishing operations worldwide and Bravado, the leading provider of consumer, lifestyle and branding services to recording artists and entertainment brands around the world.

Job title: CRM Functional Consultant- Junior

Work set-up: Hybrid, Taguig (1-2 days/week onsite)

Work shift: Mid and Night-Shift

Salary: PHP 30, ,000

Employment Type: Full Time

Experience: 1+ years

Main requirements:

• 1–2 years hands-on experience in MS Dynamics CRM Functional (non-negotiable).
• Willing to work onsite in Taguig (1–2 days/week) and on mid/night shift schedule.
• Strong analytical, documentation, and problem-solving skills.
• Excellent English communication skills (spoken & written).

Position Description:

Become a solid source of information in your area of expertise. This would include having significant to expert knowledge in two or more of the Dynamics functional skills that may include, but are not limited to:
Financials, General Ledger, Liquidity Management (Bank Management), Fund Accounting, Accounts Receivable, Accounts Payable, Fixed Assets, Expense Management.

Your future duties and responsibilities

1. Act as a liaison between IT and business units for CRM system development, enhancements, and support.
2. Provide functional expertise across areas such as Finance, Supply Chain, Sales & Marketing, Customer Service, and HR modules.
3. Create and maintain functional specifications, documentation, and knowledge articles.
4. Participate in testing (test cases, UAT, defect resolution) and ensure system quality.
5. Support incident, problem, and service request management to meet SLA targets.
6. Collaborate with teams, ensure smooth knowledge transfer, and maintain high client satisfaction.
7. Create documentation and white papers that will be used in case studies and training sessions for the customer and junior members.
8. Create knowledge articles based on knowledge acquired during transition and operational support activities and ensure that knowledge articles are up to date and complete.
9. Ability to work in a team environment and contribute to his team's knowledge and experiences.
10. Participate in project meetings with the customer as required.
11. Communicate with client professionally either through phone or e-mail.
12. Participate in the knowledge acquisition and transfer activities during transition and ensure all activities/deliverables required are fulfilled as required by the Transition Manager according to the timelines set.

13. Monitor ticket queues for incidents or requests assigned to the team. Resolve issues involving the following functional areas:

14. Finance

15. Supply Chain and Manufacturing

16. Sales and Marketing

17. Service Management

18. Field Services

19. Integrations

20. Other third party solutions

21. Able to meet or exceed agreed service level targets with the client in the Service Level Agreement (SLA)/project timelines in terms of:

22. • Incident Management
23. • Problem Management Service Requests
24. • Change Management
25. Provide on-call and weekend project support if necessary, as well as work in shifting hours.

Skills:

Analytical Thinking

Incident Management

MS Dynamics CRM

Service Request Management

About the Role

We're hiring a
Microsoft Dynamics 365 CRM Developer (Senior Analyst)
to join our Taguig team. You'll design, configure, and implement CRM solutions that streamline business processes and strengthen customer relationships.

Key Responsibilities

• Configure and customize Microsoft Dynamics 365 CRM to meet business requirements
• Develop and integrate CRM solutions with other systems and platforms
• Troubleshoot and provide technical support for CRM applications
• Collaborate with stakeholders to define requirements and project scope
• Stay current with CRM technologies and best practices

Must-Have Qualifications

• Bachelor's Degree in IT, Computer Science, or related field
• 3+ years' experience in Microsoft Dynamics 365 CRM
• Hands-on experience with CRM modules (Customer Service, Sales, Field Service, Customer Insights)
• Strong knowledge of CRM customization and configuration
• Familiarity with .Net Development and SQL Server
• Practical experience with Power Platform (Power Automate, Power Apps, etc.)
• Willing to work onsite in Taguig, Manila

Good-to-Have

• Experience integrating CRM solutions with other systems
• Strong problem-solving and troubleshooting skills
• Ability to contribute independently and grow into SME-level responsibilities

Why Join Us

• Work with global clients on industry-leading projects
• Access to continuous training, certifications, and career growth
• Be part of an inclusive, diverse, and innovative workplace
• Grow your expertise in emerging technologies with a trusted global brand

Job Purpose

This position will be responsible for supporting Level 2 (and Level I, and any other level, if needed) and out of scope request attending internal and external clients and securing optimal services are provided. To do so, she/he will monitor SLA performance and will follow up on internal indicators. She/he will create reports and coordinate with lead process review and changes to ensure services are provided as requested. He/she will as well support excellence in customer service.

The CRM Assistant will report to the Global BSD Lead for SSC, working closely with him/her and the BSD team members to achieve group and individual objectives. The CRM Associate will perform functions related to Master Data Management (MDM), Incident Support, Global Expense Management System, Support Chain Center of Excellence support, and any other service that is assigned to the BSD unit, plus any special project requested, regardless of the location of the customers.

Disclaimer: The successful candidate will need to start their shift at 3:00 AM -12:00pm Manila time.

MAJOR RESPONSIBILITIES:

45%Technical CRM Support (Level 11)

Responsible for supporting all of the services with basic level of expertise (either GC/GPO, GEMS, General Customer Support, MDM (including coding, or any new service assigned to the BSD team) -- BSD internal Level 1 support— Responsible for supporting external Level I, and out of scope request attending internal and external clients and securing optimal services are provided.

• Provide basic level support to at all the services or processes.
• Ensure completeness, accuracy and timeliness of transactions processed.
• Performance against defined Key Performance Indicators (Productivity, Effectiveness, Efficiency and Business Output, etc.)
• Creation, maintenance and update of relevant documentation related to the process and tools that support it.

30% General Support of BSD Processes and Services

Support all other BSD services (current or new) with basic (Level 2) and/or CRM Assistant level (Level 1) expertise support. That is all other services that the BSD provides to the customers, besides the process or process where basic level of expertise is performed. E.g. GC/GP, GEMS, General Customer Support, DM (included coding), or any new service assigned to the BSD team.

• Support of general services with basic level or CRM Assistant level of expertise (L1) (either GC/SCCE, GEMS, Incident Support, MDM (including coding), or any new service assigned to the BSD team).
• Support the follow-the-sun model.
• Solve problems via analytical thinking.

10% Operational SLA Compliance, Reporting and Metrics

Comply with the operational SLAs agreed with the customer to achieve process, team and individual performance. Achieving and/or exceeding the KPIs defined via SLA.

Metrics and Indicators - Ensure that customer expectations in regard to performance, meeting defined metrics/benchmarks, standards and processes are followed to provide effective customer service and meet requirements.

• Support internal quality indicators and support overall customer services quality improvement plans.
• Minimize processing error rate.
• Implement and track efficiency metrics.
• Meet the agreed SLA.

10% C-SAT (Customer Satisfaction) and NPS (Net Promoter Score)

Comply with the goal agreed within the SS to achieve, the process, team and individual performance on customer satisfaction and net promoter score.

• Complies with SS Customer Service policy and achievement of C-SAT and NPS.
• Attends Customer Service training sessions and applies the learnings.
• Applies customer service standards and collaborates to achieve or surpass the C-SAT and NPS results.

5% Project Support and AD-hoc Duties

Provide support for out-of-scope services - Project manage and develop solutions and recommendations for out of services like new projects assigned, new processes transitioned that require BSD service, non-recurrent customers' requests, specific data uploads, requested by a third party, and others that may arise and not limited to the examples mentioned here.

• Respond to out-of-scope services request in areas like training and testing to internal and external clients.
• Develop materials and documents required to perform out of scope services.
• Special projects assigned
• Willing to learn and adopt new practices and support new processes and services

Knowledge/Qualifications for the Role:

Required Professional Experience

1. Good relationship building skill set, both internal and with internal customers

2. Experience with ERPs and CRMs or related tools

3. Experience with specific processes relevant to WV Operations and NGOs recommended.

4. Strong presentation abilities and impact while addressing the customers with service information, reports, and other relevant data.

Required Education, training, license, registration, and certification:

1. Bachelor's/College Degree or Technical or University qualification in administration, customer service, industrial engineering, operations, project management, or related field 2 years' experience or equivalent work experience.

2. College degree preferred.

3. Technologically savvy

4. Good analytical thinking

5. Yellow belt certification desired

6. Customer Service techniques and protocols

Travel and/or Work Environment Requirement:

The position requires ability and willingness to travel domestically and internationally up to 10% of the time.

Language Requirements:

1.Full command of English language (written and spoken),

1. Desirable: Spanish, French, or Portuguese (written and spoken)

About the Role

At
Get Hooked 360
, we believe brands win when they build meaningful connections with their communities. We are seeking a
Head of CRM & Community
to lead our growing Customer Experience Group (CXG), which oversees both
CRM strategy
and our frontline
community management team.

This role is both
strategic and operational
: you'll shape how we manage the customer lifecycle from acquisition to retention through data-driven CRM campaigns, while also ensuring that every customer interaction—across social media, chat, and inquiry channels—is handled with consistency, empathy, and insight.

As department head, you'll
lead managers and associates
, drive performance, and align CRM and community efforts with the agency's larger business goals.

What You'll Do

Customer Lifecycle & CRM Strategy

• Own the customer journey across acquisition, onboarding, engagement, retention, and reactivation.
• Develop and execute data-driven CRM strategies that drive customer growth and maximize lifetime value.
• Use segmentation, personalization, and automation to deliver tailored lifecycle campaigns.
• Partner with Marketing and Accounts to ensure CRM initiatives align with brand and campaign objectives.

Community & Inquiry Management

• Oversee the team of Community Managers and Customer Engagement Associates handling customer inquiries across multiple brands and platforms (social, chat, web).
• Ensure inquiries are resolved within SLA/TAT, maintaining accuracy, tone, and brand alignment.
• Drive operational excellence by optimizing workflows, escalation protocols, and response quality.
• Champion a customer-first culture by embedding feedback, sentiment analysis, and social listening insights into brand strategies.

Team Leadership & Development

• Lead, coach, and mentor a multi-layered team of managers and associates.
• Drive performance management, career development, and cross-training opportunities.
• Foster a high-performance culture rooted in accountability, collaboration, and innovation.

Analytics, Insights & Reporting

• Oversee
  social listening and sentiment analysis
  reporting to capture customer tone, pain points, and emerging themes.
• Build dashboards and reports on KPIs such as customer engagement, inquiry volumes, resolution rates, campaign ROI, and lifetime value.
• Use insights to improve customer journeys, optimize campaigns, and inform client strategies.

Platform & Tool Ownership

• Manage and optimize CRM and community platforms (Zendesk, HubSpot, Sprout, Brandwatch, etc.).
• Ensure data integrity, tagging, and compliance with data privacy regulations.
• Support integrations, system upgrades, and innovation in CRM tools.

Revenue & Client Alignment

• Set and deliver departmental revenue and profitability targets.
• Represent CXG in client meetings, presenting CRM and community insights to guide campaign and CX strategies.
• Work cross-functionally with Accounts, PR, IT, and Creatives to align customer insights with business growth.

What We're Looking For

• Bachelor's degree in Marketing, Business, or related field.
• 5+ years in CRM, customer experience, or digital engagement
  , with at least 3 years in a leadership role.
• Proven success in leading teams that span CRM campaigns and customer/community support.
• Advanced knowledge of CRM and social listening tools (Zendesk, HubSpot, Sprout, Brandwatch, etc.).
• Strong analytical ability, able to turn data into insights and business recommendations.
• Excellent leadership, communication, and project management skills.
• Deep customer-first mindset with the ability to balance strategy and execution.

Nice-to-Have

• Experience in B2C and/or subscription-based businesses.
• Certifications in Facebook, Google Ads, or Google Analytics.

Why Join Us?

• Lead a
  department at the intersection of CRM and customer engagement.
• Manage a talented team driving
  customer conversations and insights
  for top brands.
• Shape both strategy and operations—your work will directly impact client success and agency growth.
• Hybrid setup, competitive compensation, and leadership growth opportunities.

JOB PURPOSE

Responsible for doing campaign management for promotions (Targeted Promotion or Mass Media Promotion). This position focuses on, but not limited to, customer loyalty and rewards program. CRM Specialist should also be able to analyze the needs of the customers and suggest improvements to support the brand.

JOB DUTIES AND RESPONSIBILITIES

• Responsible for the design, implementation and support of the Customer Relationship Management strategy.
• Collaborates with business teams to create a loyalty and rewards program.
• Makes sure that the customer database is correctly segmented in order to target marketing activities appropriately.
• Responsible for the loyalty campaigns, right conceptualization to analysis which includes idea generation, proposal preparation, overseeing the production process, and execution.
• Analyze market reports to determine what kind of marketing trends the business should respond to.

EDUCATION REQUIRED

Graduate of management, business administration, entrepreneurship or equivalent

EXPERIENCE

Minimum 2 year of related experience. Preferably with one (1) year experience in Retail Industry.

KNOWLEDGE

• Knowledge and exposure to loyalty and rewards program
• Understanding the market and suggest suitable promos to support the brand
• Knowledge in all Microsoft Office Applications and not limited to new software applications.
• Knowledge of various social media applications, mobile and desktop platforms; iOS, Android, Windows.

SKILLS

• Good inter-personal skills and ability to build and establish highly satisfied customer relationships.
• Good communication skills including written, oral and listening skills.
• Good customer service skills.
• Ability to see from and effectively communicate the customer perspective.
• Keen to details.

ATTITUDE

• Establish and maintain positive working relationships with others both internally and externally
• Excellent time management skills and the ability to prioritize work
• Flexible and results-driven

Job Types: Full-time, Permanent, Fresh graduate

Pay: Php23, Php32,000.00 per month

Benefits:

• Company events
• Employee discount
• Flexible schedule
• Flextime
• Free parking
• Health insurance
• On-site parking
• Opportunities for promotion
• Promotion to permanent employee

Ability to commute/relocate:

• Quezon City: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Do you have relevant knowledge and exposure to customer loyalty and rewards program?

Experience:

• Customer Relationship Management or any relevant: 1 year (Preferred)

Work Location: In person

About iRESTORE

iRESTORE is a fast-growing company dedicated to providing innovative solutions in the wellness and beauty space. At iRESTORE, our mission is to restore confidence by providing safe and effective solutions for improving health and beauty. As we continue to expand, we are seeking a Customer Success & Retention Representative to join our team.

About The Position

The Customer Service Retention Agent plays a key role in ensuring customer satisfaction and loyalty by handling post-purchase support interactions and proactively addressing concerns to reduce refunds and cancellations. This role focuses on calls, chat, and email support—serving as a trusted advisor to customers on their hair regrowth journey.

Key Areas of Accountability:

• Handle inbound and outbound calls, chats, and emails related to order inquiries, refunds, cancellations, escalations, and troubleshooting.
• Actively engage with at-risk customers to understand their concerns and offer personalized solutions to retain them.
• Educate customers about the iRESTORE product line, usage best practices, and realistic expectations for hair regrowth.
• Collaborate with the Customer Success Lead, Supervisor and QA team to flag patterns, improve workflows, and reduce churn.
• Use tools such as Gorgias, Aircall, Shopify, Crisp, and Postscript to manage customer interactions and cases efficiently.
• Follow established retention and refund workflows to ensure consistency and adherence to company policies.
• Maintain detailed and accurate records of interactions in our CRM systems.
• Meet and exceed retention KPIs and quality assurance benchmarks.

The ideal candidate has:

• Minimum 3 years of experience in customer service, specifically handling calls, chat, and email.
• Proven experience in a retention-focused or customer success role preferred.
• Strong verbal and written communication skills.
• Empathetic, patient, and solution-oriented approach.
• Tech-savvy and comfortable with CRM and e-commerce platforms.
• Ability to work independently in a fast-paced remote environment.
• Willingness to work night shifts and on rotating weekends as needed.

Our Core Values and what we built our culture around :

• WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions
• PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions
• WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals
• OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency
• CONTINUOUS LEARNING & IMPROVEMENT:  We are always improving the way we work and challenging each other to bring new ways of thinking to the table
• PASSIONATE ABOUT WHAT WE DO:  We strive to motivate and empower each other to contribute to a positive team culture

Company Benefits:

• Medical and dental benefits after 6 months of tenure
• Paid Time Off (PTO) for all full-time team members
• High growth trajectory with quarterly/annual reviews
• Quarterly Internet Reimbursement
• Gym membership credit – your physical and mental health is super important
• Work from anywhere - this is a remote opportunity
• Annual Team Bonding Event

Job Title:
Customer Success

Location:
Remote (Global)

Company:
Pro Coffee Gear

Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive
Customer Success
to lead and evolve our global customer experience function. This strategic role is essential to driving satisfaction, loyalty, and operational excellence throughout the customer journey.

Key Responsibilities
Customer Success Leadership

• Own the end-to-end customer experience and define scalable customer success strategies to support growth.
• Establish and track KPIs, processes, and team goals aligned with business objectives.
• Build, manage, and mentor a high-performing customer success team, including support, aftersales, and service coordination.

Sales Enablement & Channel Coordination

• Enable the consultative sales process through client communications across email, SMS, and social platforms.
• Oversee accurate and timely quote and invoice creation using Shopify, QuickBooks, and other tools.
• Support third-party and social commerce sales channels in coordination with marketing and sales teams.

Post-Sales Operations & Aftersales Support

• Manage client onboarding and equipment setup, coordinating installations with technical service partners.
• Respond to customer inquiries regarding product use, service needs, and ongoing support.
• Facilitate additional orders of accessories, filters, or parts, including sourcing specialty items not listed online.

Shipping, Damage, and Returns Management

• Lead customer communications related to logistics, damages, and return claims.
• Work with logistics teams to ensure fast, clear resolutions and optimize related processes.

Process Improvement

• Monitor recurring operational pain points and identify opportunities for automation or process streamlining.
• Collaborate cross-functionally to implement improvements that enhance internal efficiency and client experience.

Qualifications

• Minimum 5 years of experience in a client-facing operations or customer success role, with at least 2 years in a leadership capacity.
• Background in e-commerce operations; Shopify and QuickBooks experience strongly preferred.
• Outstanding written and verbal communication skills.
• Strong analytical and problem-solving skills with attention to detail.
• Familiarity with professional coffee equipment or the specialty coffee industry is a significant advantage.

What We Offer

• A remote-first, globally distributed team and flexible work environment.
• The opportunity to lead a high-impact function within a fast-growing brand.
• A collaborative, passionate culture driven by innovation and a love for coffee.

Important:
All applicants must submit their CV in
English
. Submissions in other languages will not be considered.