The posting
About GoTyme
GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands-on experience building South Africa’s leading digital bank, TymeBank, one of the fastest-growing digital banks in the world today.
At GoTyme, we have embarked on a journey to democratize financial services and bring next-level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom.
About the role
The CLM Manager leads the CLM and lifecycle engagement program for an assigned market or partner portfolio within GoTyme’s Customer Lifecycle Management (CLM) function, which serves GoTyme Bank Philippines, GoTyme Bank South Africa, and partner brands such as Sanlam. The role owns how customers are onboarded, activated, engaged, and retained through data-driven lifecycle programs, and is accountable for proving their incremental impact on the business.
The CLM Manager sets the lifecycle roadmap, leads a team of CLM Specialists, manages business and partner stakeholders day to day, and builds a disciplined test-and-learn practice. The role is both strategic and hands-on: it owns the plan while staying close enough to execution to guarantee quality, and it may involve building a portfolio from the ground up. The function runs on four growth loops: activation, stickiness, primary bank, and reactivation. The role owns the plan across all four and works with GoTymeX product pods and market business leads so the customer journey is planned as one experience, not as separate pod campaigns.
Lifecycle Strategy & Roadmap
- Own the CLM and lifecycle strategy for the assigned portfolio across the four growth loops (activation, stickiness, primary bank, and reactivation), including onboarding and cross-sell.
- Translate business priorities into a quarterly lifecycle roadmap with clear objectives, target segments, and success metrics.
- Prioritize initiatives based on expected incremental impact, customer value, and delivery capacity.
Stakeholder & Partner Management
- Act as the primary CLM counterpart for business, product, and partner stakeholders.
- Run regular planning, performance, and governance sessions, including a monthly business review.
- Run one intake and prioritization process in CLMOPS, ranking requests by expected incremental impact and customer value, and escalate capacity or priority conflicts early.
Team Leadership & Delivery
- Hire, onboard, and lead a team of CLM Specialists through clear goals, coaching, and performance management.
- Ensure campaigns and journeys ship on time, pass QA, and meet GoTyme CLM quality standards.
- Coordinate with CLM Creatives on copy and design, and with Data & Analytics on data, events, and audience requirements.
Experimentation & Measurement
- Build a test-and-learn program with control groups as the default way to measure incremental lift.
- Own portfolio performance reporting across engagement, conversion, retention, and revenue-linked outcomes.
- Turn results into scalable playbooks rather than one-off campaign learnings.
Operating Model & Governance
- Set up and maintain CLM processes, naming conventions, briefing templates, and documentation aligned with the group CLM playbook.
- Ensure customer communications comply with local regulations (e.g., the Data Privacy Act in the Philippines, POPIA in South Africa, and financial services conduct rules) and brand and consent requirements.
- Own platform setup and governance for the assigned portfolio.
- Own customer contact pressure for the portfolio: frequency caps, suppression rules, and nudge load across journeys and pods.
- Introduce AI tools into lifecycle work (briefing, segmentation ideas, copy and design variants, QA, and reporting) with clear guardrails: approved tools only, no customer data in unapproved tools, and human review before anything reaches a customer.
Requirements
Must Haves
- Bachelor’s degree in Marketing, Business, or any related field.
- 4 or more years of experience in CLM, lifecycle, growth, or customer engagement roles, including experience leading a team.
- A track record of improving customer outcomes and business results through lifecycle programs.
- Experience with customer engagement or marketing automation tools, and with product analytics or SQL-based reporting.
- Genuine care for the customer: thinks first about whether a message is useful, timely, and respectful before whether it hits a target.
- Sound grasp of lifecycle marketing, segmentation, and testing, with confidence using data to make decisions.
- Familiarity with AI tools in daily work, and willingness to coach a team on using them responsibly.
- Strategic thinking with strong commercial judgment.
- Stakeholder management: able to push back, negotiate scope, and maintain trust.
- People leadership and coaching.
- Structured problem-solving and data-driven decision-making.
- AI fluency: uses AI tools to work faster and think better, knows when to check their output, and sets team habits for responsible use.
- Clear written and verbal communication with senior stakeholders.
- High ownership and comfort building something new with limited structure.
- Flexibility to support different markets and time zones.
Nice to Haves
- Experience with MoEngage, Mixpanel, and Databricks is a plus.
- Background in banking, fintech, insurance, or other customer-centric digital businesses is a plus.
- Familiarity with data privacy (Data Privacy Act, POPIA) and financial services marketing regulations is an advantage.
