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Associate Director, Customer Lifecycle Management

Taguig, Philippines | AIA Group

  • Industry:
    Insurance - Health & Life
  • Position Type:
  • Functions:
    Business Development
  • Experience:
Job Description:
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Prepares the long-term and end-to-end roadmap for the customer engagement, alongside Customer Experience, that is based on the desired customer journey. 

Leads the alignment of the desired customer engagement, communications and campaigns journey across all relevant functions and business units (Philam Life/ BPLAC/ Citi) for all policy-level and customer-level correspondences to ensure consistency in customer experience and alignment to the Philam Life brand voice.

Leads a team of communications and engagement experts to plan and execute customer initiatives through the timely delivery of the following --

Clear, coordinated and easy-to-understand Customer Communications and campaigns Strategy that uses a highly personalized approach for targeted customer segments

Communications and campaign Implementation plans which includes identifying the most relevant route to market based on the desired customer journey, producing content in its most efficient form, setting up program guidelines, aligning with various groups for process and system support, and briefing of key stakeholders (distribution, touchpoints, digital assets) for communication and training 

Communications campaign Review and Analyses which includes periodic tracking of the communications/ campaign performance, identification of areas for improvement and opportunity, and preparation and release of performance/ closure reports to key stakeholders.

Leads the continuous improvement of platforms used for engagement especially on communications; including identification and implementation of effective and scalable communication and campaign management tools that will serve the various business units.

Upholds the customer database integrity of Philam Life; works with Analytics and Data Science teams to provide relevant insights that will help continuously improve the engagement strategy based on segmentation, personalization, and predictive modeling.

Manages relationships with key stakeholders to ensure consistent execution of plans, and with creative agencies and other third-party suppliers on support to get initiatives done as needed.

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