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Marketing and Customer Experience Lead

Concepcion-Otis Philippines, Inc.

Makati, Metro Manila

Employment Type

Full-time

Department

Marketing and Communications

Responsibilities

🧩 Key Responsibilities

1. Marketing Execution

• Execute marketing activities (events, materials, campaigns) based on approved plans

• Ensure timely delivery and proper coordination with internal teams

• Localize and adapt materials from regional HQ when required

• Track completion and basic effectiveness of marketing initiatives

2. Customer Experience & Feedback (NPS / Surveys)

• Administer and monitor customer feedback programs (NPS, surveys, feedback collection)

• Ensure proper documentation and consolidation of responses

• Identify common themes and recurring customer concerns

• Escalate key issues to relevant teams

3. Data Management & Reporting

• Maintain structured reports and dashboards on: Customer feedback (NPS trends, complaints), Marketing activity tracking

• Ensure accuracy and completeness of data

• Convert data into simple, clear, and actionable summaries for management

4. Communication & Stakeholder Coordination

• Prepare clear reports and presentations for management

• Communicate findings effectively to Sales, BD, and Operations teams

• Follow through on action items and ensure closure

• Coordinate across teams to ensure alignment

5. CRM (Stark) Support & Discipline

• Support sales teams in ensuring proper data entry and updates in Stark

• Monitor data completeness and highlight gaps

• Assist in generating reports from CRM

Requirements

  • 👤 Ideal Candidate Profile
  • Experience:
  • At least 5 years’ experience in: Marketing coordination, OR, Customer experience / CRM roles, OR, Sales support / business analysis roles
  • Preferably from: B2B, construction, engineering, industrial companies, OR telco / banking CX roles with strong execution exposure
  • Skills & Capabilities:
  • Strong written and verbal communication skills
  • Comfortable handling data, reports, and dashboards
  • High attention to detail and organization
  • Proficient in: Excel / PowerPoint, Basic reporting tools (Power BI is a plus)
  • Able to coordinate across multiple stakeholders
  • Good-to-Have:
  • Exposure to NPS or customer surveys
  • Experience using CRM systems (Salesforce, Oracle, etc.)
  • Experience supporting sales or commercial teams
  • 🧠 Behavioral Traits (Critical):
  • Highly organized and structured
  • Strong follow-through and accountability
  • Detail-oriented (does not miss small but important items)
  • Able to simplify data into clear messages
  • Comfortable working with different personalities (Sales, Ops, Leadership)
  • Proactive but not overstepping (knows when to escalate)

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    Concepcion Industrial Corporation is recognized by the National Privacy Commission (NPC) for demonstrating compliance with data protection standards and best practices, signifying our commitment to protecting the privacy and security of personal data.

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