Digital Customer Experience & Loyalty Manager

Job Summary and Mission:

This position contributes to Starbucks success by leading the strategy and delivery of meaningful digital experiences that strengthen customer connection with the brand. The role embodies and lives Starbucks mission and values by advancing initiatives that inspire and nurture the human spirit through innovative and engaging digital customer experiences.

As Manager for Digital Customer Engagement (DCE) and Loyalty, this role partners closely with Marketing, Product, Technology, Operations, and regional DCE and Loyalty teams to drive the growth digital programs across the market. The role is responsible for shaping and executing the market digital engagement and loyalty strategy, ensuring alignment with regional priorities while identifying opportunities to innovate, optimize customer experiences, and increase customer participation in Starbucks digital programs and channels.

SUMMARY OF KEY RESPONSIBILITIES

Responsibilities and essential job functions include but are not limited to the following:

• Owns and drives the execution of the market digital customer engagement and loyalty strategy aligned with regional priorities, supporting growth in Starbucks Rewards membership and digital channel usage.
• Leads the development and continuous improvement of digital engagement initiatives across digital platforms such as the Starbucks mobile app, web platforms, delivery, eCommerce, and digital payments to strengthen customer engagement and loyalty.
• Partners with Technology and Product teams to shape and execute the digital roadmap, ensuring clear prioritization, timelines, and cross functional alignment across the organization.
• Leads end to end management of digital initiatives and projects from concept development to launch and optimization, influencing cross functional teams to adopt innovative ideas and solutions.
• Leverages data, analytics, and customer insights, and technology capabilities to design targeted offers, and engagement strategies that drive business growth and customer engagement goals.
• Monitors and analyzes customer engagement metrics and program performance, delivering clear insights and recommendations to optimize KPIs and improve digital program outcomes.
• Builds and leads strong partnerships with internal stakeholders including Marketing, Operations, Finance, and Technology to ensure successful program execution and operational alignment.
• Manages strategic relationships with external vendors and partners, evaluation their capabilities and identifying partnership opportunities that strengthen the Starbucks digital ecosystem.
• Champions the Starbucks mission and values by ensuring digital programs reflect our commitment to meaningful customer connections and a seamless Starbucks Experience across physical and digital touchpoints.

• Bachelor’s degree in marketing, Business, Economics, Finance, or a related field.
• At least 7 to 10 years of experience in digital marketing, digital product, customer engagement, or loyalty programs, preferably within retail, consumer goods, or food and beverage industries.
• Experience managing cross functional initiatives and leading complex digital projects.
• Must be amenable to a hybrid work setup (3 days in office).
• Must be willing to work in Makati City.

• Strong understanding of digital innovation and evolving customer engagement strategies within the retail, consumer, or food and beverage industries.
• Strong business acumen with demonstrated ability to use digital platforms and loyalty programs to drive revenue and customer engagement.
• Proven ability to influence stakeholders and build strong partnerships across multiple functions and levels of the organization. Strong project management capability with experience leading cross functional teams and managing multiple initiatives simultaneously.
• Excellent written and verbal communication skills with the ability to present insights, strategies, and recommendations to senior stakeholders. Strong sense of ownership and accountability in elevating the customer experience across digital and physical touchpoints.
• Understanding of store operations, brand management, and marketing practices within retail or hospitality industries is an advantage.
• Proficiency in digital analytics and productivity tools such as Microsoft Office (Word, PowerPoint, Excel, Power BI), Google Analytics or Firebase, and collaboration tools such as Figma, Jira, Slack, or similar platforms.