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Customer Experience Associate Director (Luxury Retail)

Makati Permanent PHP2,340,000 - PHP2,730,000 per year View Job Description
The Customer Experience Associate Director will spearhead the holistic customer strategy for Visionary Group. This role is responsible for overseeing customer data, loyalty initiatives, CRM programs, lifecycle management, segmentation, NPS insights, VIP experiences, and brand‑love strategies across all optical, luxury, medical, and retail brands within the organization.
  • Opportunity for growth
  • Competitive salary package

About Our Client

The company is a well-established luxury retail brand recognized for its dedication to providing high‑quality products and exceptional service. With a strong market presence, it offers employees a stable, professional, and supportive work environment.

Job Description

  • Develop and execute a unified customer strategy across all brands, ensuring consistent CX standards, emotional cues, and personalized journeys from acquisition to loyalty.
  • Lead customer data ownership and segmentation, turning insights (CLV, churn, repeat behavior, VIP growth) into actionable strategies for brands and operations.
  • Design and manage a Group-wide loyalty program, including tier structures, benefits, and mechanics that drive measurable revenue uplift and repeat visits.
  • Build and scale VIP & high-value client programs, including concierge services, luxury experiences, and personalized events to grow top-spender segments.
  • Drive customer base growth and retention through acquisition, digital lead conversion, churn prevention, and automated lifecycle journeys (win-back, reactivation).
  • Oversee CRM adoption and digital experience alignment, enabling automated, data-driven communications across SMS, email, and behavioral triggers.
  • Own experience measurement systems (NPS, CSAT), translate insights into improvements, and build dashboards to monitor retention, loyalty, and engagement.
  • Lead cross-functional collaboration with Retail Ops, CIO, Marketing, Supply Chain, and Business Process teams to ensure seamless, customer-driven execution.

The Successful Applicant

A successful Customer Experience Associate Director should have:

  • 8-12 years in customer experience, CRM, loyalty, customer strategy, or data-driven marketing
  • Experience in retail, luxury, optical, healthcare, or lifestyle strongly preferred
  • Strong understanding of customer segmentation and CRM systems
  • Excellent analytical skills and business acumen
  • Strong leadership and communication skills
  • Experience working cross-functionally with marketing, analytics, IT, and operations
  • Must be customer-obsessed with a strong sense of brand positioning

What's on Offer

  • Opportunity to work in a leading company within the retail industry.
  • Permanent employment with potential for career growth.
  • Benefits package to be discussed during the hiring process.



If you are passionate about customer experience and have the skills to thrive in the retail sector, we encourage you to apply for the Customer Experience Associate Director role today!

Contact
Miggy Eduardo
Quote job ref
JN-022026-6939938
Phone number
+63277952822

Job summary

Function
Marketing
Sub Sector
CRM
What is your area of specialisation?
Retail
Location
Makati
Job Type
Permanent
Consultant name
Miggy Eduardo
Consultant contact
+63277952822
Job Reference
JN-022026-6939938

Diversity & Inclusion at Michael Page

We don't just accept difference - we celebrate it. We encourage applicants from all backgrounds to apply for this role and are committed to building inclusive, diverse workplaces where everyone can thrive. If you require any support or reasonable adjustments during the recruitment process, please let us know.