Assistant Manager/Senior Officer, Portfolio Management (Digital Engagement and Retention)

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

For more information about FWD Hong Kong, please visit www.fwd.com.hk/

The Job

• Plan and execute customer engagement journeys through customer behavior analysis, including cross‑sell and retention campaigns and promotions.
• Manage leads generation and follow‑up, including handling application drop‑off lists and identifying qualified leads to enhance cross‑sell opportunities.
• Coordinate and manage agencies for the development of marketing materials (e.g. eDM, SMS, website banners and social ads).
• Communicate marketing plans and coordinate input, feedback and approvals from key stakeholders and contributors.
• Oversee and ensure timely execution of all marketing materials, including managing the end‑to‑end approval process.
• Champion a culture of customer segmentation, A/B testing, optimization and predictive modelling, working with cross‑functional teams to develop our testing strategy and share best practices.
• Continuously optimize campaign and promotion effectiveness by tracking, analyzing and reporting on sales and marketing communications performance.
• Drive collaboration across business units to support growth and improve overall commercial outcomes.

The Person

• Bachelor’s degree in marketing, Communications, e-commerce or a related discipline preferred.
• Minimum 3–5 years’ experience in CRM, customer loyalty, engagement or campaign management, ideally within financial services. Less experience may be considered for Senior Officer, Portfolio Management.
• Hands‑on experience with marketing automation tools (e.g. Salesforce Marketing Cloud)
• Strong analytical skills with extensive A/B testing and cohort analysis experience.
• Up‑to‑date knowledge of digital marketing trends and performance measurement best practices.
• Knowledge of analytic tools (e.g. Google Analytics and Tableau) is an advantage.  
• Independent, proactive, collaborative, creative and detail‑oriented, with a strong sense of ownership.

We offer 5-day work, 20-22 days annual leaves, excellent learning & development opportunities and an attractive package to the right candidate.

Information collected will be treated in strict confidence and used solely for recruitment purpose. The company will retain all applications no longer than 24 months of which will be destroyed thereafter. When there are vacancies in any of our subsidiaries, holding companies, associated or affiliated companies of, or companies controlled by, or under common control with the Company during that period, we may transfer your application to them for consideration of employment. We are an equal opportunity employer. We do not discriminate on the basis of race, gender, disability or family status in employment process.