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.
This role will be the core team member in Group Customer office to spearhead the development of best-in-class customer life cycle management strategies, ranging from onboarding, relationship deepening and retention, with the aim to grow customer base and higher value.
Job Responsibilities - Act as a champion to spearhead customer portfolio growth & customer life cycle management strategies.
- Manage our customer continuum to effectively build customer advocacy and long term relationships by addressing their needs at different life stages.
- Leverage analytics insights to develop onboarding, deepening and retention journey with different markets.
- Monitor and optimize customer contact program results and take necessary actions to refine the strategy to achieve better conversion and/or customer experience.
- Build differentiated and personalized customer contact program based on evolving customer needs and trends.
- Generate ideas and use cases for better segment targeting, personalized next best actions and communications, so as to achieve better customer engagement, repeat and follow-on business.
- Partner with respective marketing, digital and technology teams to implement the use cases on tools such as Salesforce Marketing platform and Google Analytics.
Job Requirements - University graduate preferably in Business Administration, Marketing or Communications domain.
- Seasoned business leader with breadth of experience on customer portfolio growth, customer segmentation, life cycle management and journey design.
- Good interpersonal & problem-solving skills, with ability to partner and influence across different functions/business units.
- Great sense of ownership to drive projects from ideation to implementation.
- Strong business acumen and customer centric mindset to ideate from voice of customers, and to turn respective insights into relevant customer journeys.
- Sound knowledge in latest trends of CRM and analytics platform/ tooling including but not limited to Salesforce.
- Ability to work independently and as part of a team.
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.