Retention Specialist

RETENTION SPECIALIST

PAPH Travel and Tours is looking for a Retention Specialist to maintain strong relationships with existing clients, increase customer engagement, generate repeat-travel opportunities, and reactivate inactive clients.

JOB SUMMARY

The role involves regular client follow-ups, CRM management, customer reactivation, and endorsement of qualified repeat-booking opportunities to the Sales Team.

KEY RESPONSIBILITIES

• Maintain regular communication and engagement with existing and previous clients.
• Monitor customer lifecycle stages and maintain accurate client information in HubSpot CRM.
• Conduct scheduled follow-ups and send relevant travel offers, updates, and announcements.
• Identify clients with potential for repeat bookings based on travel history, interests, and engagement.
• Qualify and endorse repeat-client opportunities to the Sales Team with complete information.
• Identify and reactivate inactive or dormant clients through approved campaigns and follow-up activities.
• Record client responses, concerns, preferences, and reasons for inactivity or repeat purchase.
• Ensure all retention activities and customer interactions are properly documented in the CRM.
• Monitor customer feedback and identify trends, concerns, and opportunities for improvement.
• Prepare customer engagement, reactivation, and repeat-client reports for the Supervisor.

QUALIFICATIONS

• Bachelor’s degree in Business, Marketing, Tourism, Hospitality, Communications, or a related field.
• Experience in customer service, sales, customer success, account management, or client retention is an advantage.
• Strong communication, relationship-building, and follow-up skills.
• Customer-oriented, proactive, and comfortable communicating with existing and previous clients.
• Strong organizational skills and attention to detail.
• Able to manage multiple clients, follow-ups, and activities while meeting deadlines.
• Comfortable working with CRM systems; HubSpot experience is an advantage.
• Strong ability to identify sales opportunities and customer needs.
• Proficient in Microsoft Office / Google Workspace.
• Results-oriented and able to work with KPIs and performance targets.
• Experience in travel, tourism, or hospitality is an advantage.

WHAT WE OFFER

✈️ Travel Incentives — Europe, Korea, Japan & more
📈 Performance-Based Career Growth
🏥 HMO upon Regularization
💸 Annual Bonus + 13th Month Pay
🌴 5 SL + 5 VL + 5 Service Incentive Leave after 1 Year