GCB6 - Customer Engagement Senior Lead

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.
So if you believe in inspiring a better future, read on.
WE ARE LOOKING FOR .....This role is responsible for the strategy and execution of customer engagement initiatives through seamless omnichannel customer experience for both our Mass and High-Net-Worth segment. This entails the leading and continual optimisation of customer touchpoints, improvement in customer experience and delivery of all best in class B2C and B2B2C engagement campaigns.
He/she will define and manage the transformation of a traditional engagement model to digital engagement model that leverages on digital, data and insights to connect with both onshore and offshore customers more precisely. Precision and personalisation drives customer loyalty which in turn drives higher repurchase.

Success in this role is centred on strong collaboration with Agency, Life Operations, Legal and Compliance and Technology team to offer best in class support for the sales force and data-driven engagement for the customers.

• Define and execute the enterprise strategy to engage with our High-Net-Worth Customers, both onshore and offshore, leading to an uplift in new business
• Onboard and manage all customer loyalty offerings for both onshore and offshore High Net Worth Customers under the AIA Altitude Programme
• Lead the customer loyalty strategy and the implementation of any outcome
• Optimise customer experience across the different touchpoints
• Optimise the effectiveness of communications, both digitally and non-digitally, to drive customer lifetime value by increasing the recency, frequency and value of interactions with customers
• Develop high quality customer communication based on data to develop insights and incremental customer loyalty
• Work with Technology Team to develop best in class capabilities to effectively connect with our customers across all stages in their customer journey
• Lead and manage digital transformations to better support our campaigns in a more automatically scheduled manner
• Collaboration with enterprise-wide stakeholders in delivering outcomes to drive engagement

• Minimum 8-10 years of consumer or partner marketing experience in financial institution/ insurance industry
• Strong experience in engagement roles, with experience gained in leading financial institution/ insurance industry. Experience in managing High-Net-Worth Segment is an advantage.
• Experience in developing targeted customer communications, including development of creative briefs, conceptualizing creative concepts and managing creative agency
• Good foresight in selecting partners to collaborate with to drive optimal outcome
• Ability to operate at a strategic level as well as being comfortable with tactical delivery
• Excellent strategic thinking, analytical skills and presentation skills to market new initiatives
• Self-starter with sense of urgency, ability to work without close supervision and positive attitude
• Strong communication and interpersonal skills to work with people at all levels and influence people from diverse cultural background