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JOB PURPOSE / PRINCIPAL ACCOUNTABILITIES: The Manager, Customer Engagement & Loyalty is responsible for designing, executing, evaluate, and review 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.