Customer Management & Digital Marketing Specialist – VASP & EMI  

Job Summary:

We are looking for a proactive and customer-focused Customer Management & Digital Marketing Specialist to support our operations as a Virtual Asset Service Provider (VASP) and Electronic Money Issuer (EMI) in the Philippines. This role combines customer relationship management, digital marketing execution, and regulatory alignment. The ideal candidate should be capable of handling customer data securely, driving growth through digital channels, and working closely with cross-functional teams to improve customer experience and product awareness.

Key Responsibilities:

1. Customer Asset & Information Management

Ensure the secure and compliant handling of customer data and financial transactions.

Assist in managing customer assets (deposits, withdrawals, exchanges, etc.).

Monitor transactions to detect and report unusual or suspicious activity in line with regulatory standards.

Provide professional support and responses to customer inquiries.

2. Customer Relationship Management (CRM)

Act as the primary point of contact for customers, managing both reactive inquiries and proactive engagement.

Identify patterns in customer behavior and recommend improvements in service delivery.

Support community engagement efforts including FAQ updates and social media interaction.

3. Regulatory Compliance

Ensure compliance with BSP regulations, including Know Your Customer (KYC), Anti-Money Laundering (AML), and Counter-Terrorism Financing (CFT) procedures.

Coordinate with internal compliance teams to resolve flagged issues quickly and accurately.

4. Digital Marketing & Ad Management

Plan and execute digital marketing campaigns across platforms such as Google, Facebook, and TikTok.

Create engaging social media content and manage publishing calendars.

Monitor campaign performance and optimize for cost-efficiency and impact.

(Preferred) Experience with Google Analytics and Google Tag Manager for campaign tracking and performance analysis.

5. Customer Education & Advocacy

Develop educational content such as guides, FAQs, and social media posts.

Conduct online webinars, tutorials, or in-person sessions to help customers understand our services and their benefits.

6. Data Analysis & Reporting

Analyze customer and marketing data to provide actionable insights.

Create and present regular reports on asset trends, customer engagement, and campaign effectiveness.

7. Strategic Support & Collaboration

Collaborate with leadership and product teams to align marketing and service strategies.

Propose new ideas for customer engagement and process improvement based on data and feedback.

Minimum Qualifications:

• Bachelor’s degree in Marketing, Business, Finance, Communications, or a related field.
• At least 2 years of professional experience in one or more of the following:
• Financial services (e.g., banks, fintech, EMI, VASP)
• Critical or regulated environments (e.g., healthcare, insurance, government services)
• Digital marketing, CRM, or customer support roles
• Proven experience in team-based environments, with the ability to collaborate effectively across departments.
• Strong understanding of customer service standards, regulatory compliance (especially BSP-related), and digital marketing best practices.
• Excellent verbal and written communication skills in English (Tagalog proficiency is a plus).
• Tech-savvy and capable of learning tools like CRMs, analytics dashboards, and ad managers quickly.

Preferred:

• Experience with Google Analytics, Google Tag Manager, or similar web analytics platforms.
• Experience managing paid ads on Google, Facebook, Instagram, or TikTok.
• Familiarity with the Philippine fintech or crypto ecosystem.