customer strategy and Marketing specialist (retention)AIA Group

Job Description
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.
About the Role
The Customer Retention Specialist is mainly responsible for developing and implementing retention programs, campaigns or projects that will help conserve, mitigate attrition of existing policy holders and increase stickiness, loyalty of the customer to the Company.
He / she will ensure that all programs or campaigns are aligned with segment strategies and overall desired customer experience (DCE) model of the company with customizations of mechanics, process or execution, as required by the segment, bank or partner distribution across all sales channels.
The Customer Retention Specialist is in charge of institutionalizing the premium collection and reinstatement programs to ensure ease of doing business, consistency of process, service delivery and experience of customers across identified touch points.
Develops a segmented journey map, based on the Desired Customer Experience, and segment strategy for all customer retention programs.Designs and implements programs that will drivea) attainment of Renewal Premium and succeeding First Year Premium collection targets. Works with Actuarial, Billing and Collection, Finance / Treasury, and bank partners in instituting reliable premium collection arrangements that are convenient for the existing policy owners and b) influence higher persistency through customer recovery programs such as proactive, simplified reinstatement offers and mitigation activities that will arrest Premium Holiday, Policy Cancellations and Surrenders.
Ensures consistency of experience, execution and delivery of program intent to customers across touch points and sales channels (BSE / CorpSol / DMTM/ID, Call Center, Digital, Partner Bank Branch). Works with CX Design in documenting the process or with Customer Solutions Deliver in establishing the system requirements or initiating projects when necessary.
Collaborates with BPI AIA Segments Heads, CRM, and/or BPI, Citi, DMTM, CorpSol or other institutional sales partners on improvement opportunities or customization of customer retention programs.
Ensures that corresponding program monitoring against objectives (monthly, mid-point evaluation or closing report), escalations (for any issues or risks encountered) are generated and reported to Management, as deemed necessary.