senior manager, partnership customer retention and resell ManagementAIA Group

Bring your career aspirations to life with AIA!The Partnership Customer Retention and Resell Management Head is mainly responsible for managing the development and implementation of B2C (Businessto-Customer) programs or campaigns across all sales cha Bring your career aspirations to life with AIA!The Partnership Customer Retention and Resell Management Head is mainly responsible for managing the development and implementation of B2C (Businessto-Customer) programs or campaigns across all sales channels that are geared towards retaining, deepening relationship and increasing customer lifetime value of existing customer portfolio. He/she is expected to ensure proper coordination of program mechanics and communication plans with Segments, Sales, Customer Touch Point Channel Managers (Website, Call Center, BPI Website and Social Media), PAL Process Owners, Legal and Compliance, BPI Stakeholders, and other alternative distribution channels or Insurance or Bank Regulator when necessary. The Partnership Customer Retention and Resell Management Head will oversee the preparation and submission of business case or campaign documentations as well as approval by Management and Stakeholders prior to implementation. He/she is expected to effectively communicate campaign status and review closing reports with insights on campaign effectiveness or improvement areas. All campaigns must be aligned with BPLAC's end-to-end Desired Customer Experience and Brand Values, as well as customer experience / centricity principles of the Bank Partner. Manage the development, implementation and improvement of customer programs that will increase loyalty of existing customers, in view of target renewal premiums and persistency measures as well as increase customer lifetime value to deepen relationship via resell / upsell or cross-sell offers. Work with BPLAC Segment Heads, CRM, Product Marketing and Sales in developing the desired customer experience (DCE), journey map, and in identifying opportunities that may increase customer stickiness. Ensure that campaign plans, mechanics and metrics are aligned with corporate objectives. Manage the generation and release of campaign reports (updates and post-campaign report) that will be shared to Sales, BPLAC Management and Stakeholders. Liaise with Process and Systems Support in documenting campaign processes and Service Delivery Management in establishing campaign agreements with PAL Process Owners or Call Center Team Leads. Liaise with AIA BUs on customer programs and campaigns best practice, as necessary. Work with Citi-AIA and other alternative distribution stakeholders (DMTM, CorpSol, Institutional Distribution) in replicating in-branch / individual customer programs and campaigns as aligned with the partners' Desired Customer Experience. MINIMUM JOB REQUIREMENTS Graduate of any 4 or 5 year College Course, preferably in Marketing or Communications. An MBA degree is a plus. At least 5 years of relevant work experience in the area of Consumer Activations, Advertising or Marketing. Prior work experience with a financial services company or insurance is a plus. Must have strong leadership, planning, and organizational skills to successfully manage a team and multi-task yet flexible, collaborative and proactive to positively impact team performance / productivity. Must have excellent judgment, creative problem-solving skills, results oriented, self-motivated to thrive under pressure and committed to continuous selfdevelopment. Exceptional written, oral, interpersonal and presentation skills to effectively interact with Senior Management, matrix of control and reporting team. Must have business management skills necessary in preparing campaign documents, profit and loss assumptions, business reports and keeps tab on improvements in consumer activation programs and campaigns within and outside the insurance industry. Must be adept with technology, digital communication platforms, cloud and CRM systems for campaign management, Adobe Creative Suite and MS Office applications for business documents and reporting materials. Build a career with us as we help our customers and the community live healthier, longer, better lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.
Monster

Philippines
Permanent
Full-time