Senior Manager, Customer Analytics

Create connections that move people and business forward.

About the Role

. Serve as the primary business SME for customer analytics, acting as the bridge between Marketing, Business Units, Data Science, Data Engineering and Technology teams.
. Define and operationalize customer data foundations, ensuring customer, behavioral, marketing and transaction data are standardized, automated and scalable across Business Units.
. Partner with the Director of Customer Analytics & Insights to develop and maintain the roadmap for customer analytics products, including lead scoring, propensity models, next-best-action, upsell, cross-sell and customer value models.
. Translate business requirements into analytical solutions and data products that drive customer acquisition, engagement, retention and repurchase outcomes.
. Support the industrialization of customer analytics by establishing scalable processes, automation frameworks, reporting solutions and model deployment standards.
. Ensure customer analytics capabilities are effectively embedded into business processes, marketing activation and customer engagement programs across the region.

Roles and Responsibilities:

Customer Analytics Product Management

• Partner with the Director to define and prioritize the customer analytics product roadmap across Group and Business Units.
• Act as the product owner for customer analytics use cases, ensuring alignment between business priorities and technical development.
• Manage requirements gathering, business case development and stakeholder alignment for customer analytics initiatives.
• Monitor adoption, effectiveness and business impact of analytics products and recommend enhancements where required.
• Coordinate delivery across Data Science, Data Engineering, Martech and Technology teams.

Data Foundation & Automation

• Define customer data requirements, frameworks and governance standards to support analytics use cases at scale.
• Partner with Data Engineering and Technology teams to establish automated, reliable and scalable data pipelines.
• Drive improvements in customer data quality, accessibility and integration across multiple data sources.
• Support the development of Group-level data assets that enable consistent reporting, modelling and activation across markets.
• Ensure customer data structures are designed to support future personalization, predictive analytics and AI-driven use cases.

Predictive Models & Customer Intelligence

• Support the development and deployment of customer analytics products including:
  • Lead scoring models
  • Propensity-to-buy models
  • Cross-sell and upsell models
  • Repurchase propensity models
  • Customer lifetime value models
  • Customer segmentation frameworks
• Translate business objectives into model requirements and success metrics.
• Work with Data Science teams to ensure models are explainable, actionable and operationally scalable.
• Establish processes for monitoring model performance, adoption and commercial outcomes.

Business Partnership & SME Leadership

• Serve as the primary customer analytics SME for Group Marketing and Business Units.
• Work closely with local business teams to identify opportunities where analytics can drive measurable business value.
• Translate complex analytical concepts into practical business recommendations for senior stakeholders.
• Facilitate alignment between business, technology and analytics teams throughout project delivery.
• Support markets in embedding customer intelligence into campaign planning, customer engagement and retention initiatives.

Reporting & Performance Measurement

• Develop and maintain customer analytics dashboards and measurement frameworks.
• Deliver regular performance reviews and business impact assessments to Group leadership.
• Identify opportunities to improve customer acquisition efficiency, retention performance and customer value.

Job Requirements:

• Bachelor or Post-Graduate degree or at least 15 years experienceon Life Insurance and Financial Services especially in Marketing
• Direct/ hands-on experience and proven success in driving customer repurchase especially at a regional level is compulsory
• Actuarial background especially technical knowledge and experience in product development and pricing an advantage
• Excellent communication skills, both written andverbal
• Sound understanding of insurance related financialmetrics
• Sound data and analyticsexperience
• Strong business acumen and analytical thinking, reflected in impact and influence skills and confidence in high level interactions with theleadership team
• Strategic Thinking, planning and executionskills