Senior Manager, Customer Lifecycle & Campaign Management

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

The role will lead the development and implementation of customer engagement strategies that maximize customer lifetime value.  Design effective customer lifecycle management and data-driven cross-sell/upsell campaigns to deepen customer penetration and increase our share of wallet.

Job Responsibilities:

• Oversee engagement strategy of existing customer portfolio to increase our share of wallet. Orchestrate cross-functional efforts to build the capabilities and drive holistic engagement journey from first time customer to loyal customer.

• Spearhead data-driven customer lifecycle management models and deploy initiatives & programs to engage customers from on-boarding, foster customer loyalty and minimize attribution.  Drive cross-sell and up-sell through identifying the right triggers and offers

• Lead the team to pilot and implement impactful, personalized campaigns and communications to create touchpoints and optimize campaign response

• Collaborate with strategic partners and internal stakeholders to design differentiating marketing activities, engagement tools and privileged offers that create customer engagement opportunities and enrich propositions.

• Define metrics to track progress and success, and analyze data to enhance design and offer

• Stay abreast of latest trends and developments in customer engagement. Constantly benchmark with the market to identify actionable improvements and convert into new initiative ideas.

Job Requirements:

• Degree holder in Marketing/Business or related disciplines

• Master's degree in relevant disciplines will be a plus

• 10+ years of working experience in customer strategy development, segment marketing, customer lifecycle management (preferably from financial institution)

• A demonstrated track record of developing and executing customer strategies that increased customer loyalty, deepened share of wallet and revenue growth

• Well-rounded experience in customer marketing disciplines, including customer lifecycle management, campaign management, partnerships and segment management

• Proven capability to connect customer insights and data analytics with strategies and plans

• A collaborative leader with excellent communication skill to manage stakeholders and work with cross-functional teams

• Excellent command of English and Chinese – both written and spoken

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.