Performance Marketing Manager
PingPong Payments
About the role
You will serve self-registered customers in the Philippines across portal and app channels, taking ownership of revenue targets for the self-registration business alongside the Performance Marketing Manager. You will establish comprehensive support systems, manage customer feedback and issue resolution, and drive continuous business improvement through data analysis and cross-functional collaboration.
Key responsibilities
Serve self-registered customers (both portal and App) in the Philippines and take ownership of final revenue targets for the self-registration business with Performance Marketing Manager
Establish a comprehensive support system for self-registered customers, including videos, documentation, Q&A and more
Establish effective channels for customer question, feedback and complaint collection, take responsibility for responding to and resolving customer issues, and be accountable for overall customer satisfaction
Periodically review customers who have not completed KYC, KYB, or transactions within a certain period, and proactively reach out via multiple channels to encourage and facilitate customer transactions
Identify the root causes of low customer conversion, low retention, and other issues, drive the resolution of these problems, and continuously improve business performance
Continuously adjust marketing, pricing, product, risk, and other related strategies and policies through ongoing funnel analysis, customer interviews, and other methods to support business growth and maintain market competitiveness
Be responsible for the performance of customer referral-driven growth
Provide customer insights to the Performance Marketing Manager to improve marketing customer acquisition efficiency
About you
4+ years of experience in building and managing customer service & conversion processes, mechanisms, and teams in cross-border e-commerce, fintech, payments, or SaaS
Understanding of local customer behavior and business culture
Extensive experience in building standard operating procedure documentation and knowledge bases, as well as in helping customers resolve issues and complaints
Experience in analyzing customer conversion paths and driving issue resolution
Experience in collaborating with risk control, product, and other departments to improve customer experience
Experience in customer referral acquisition and have achieved excellent results
Experience in taking on revenue related business targets and achieving strong results
Excellent written and verbal English (ability to work with global teams)
Knowledge of CRM platforms (e.g., Braze, HubSpot, Salesforce) is a plus
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