Assistant Manager – Customer Value Management

About Our Client

Our client is a leading organization in the insurance and financial services industry, committed to enhancing customer experiences through innovative value-added services, health and wellness initiatives, and customer engagement solutions.

Job Overview

The Assistant Manager – Customer Value Management will be responsible for developing and managing customer value-added services, strategic partnerships, and health and wellness initiatives. The role focuses on improving customer engagement, retention, and lifetime value through effective customer relationship management (CRM), engagement campaigns, customer journey improvements, and feedback management.

Key Responsibilities

• Develop and manage customer value-added services and partnerships to enhance customer engagement and retention.
• Identify, onboard, and maintain relationships with new and existing partners.
• Drive initiatives to achieve a 30% increase in customer engagement with the customer ecosystem.
• Plan and implement health and wellness educational programmes, campaigns, and activities.
• Develop and communicate health and wellness content to increase customer awareness and participation.
• Design and execute customer engagement and lifecycle management (ECM) campaigns through digital and traditional channels.
• Manage key customer journeys, including policy purchases, claims, and renewals, to improve customer experience and lifetime value.
• Coordinate with internal teams, external partners, and digital marketing teams to implement customer engagement initiatives.
• Manage customer feedback and complaint-handling processes, ensuring timely resolution and effective coordination.
• Analyse customer feedback, NPS, behaviour, and trends to identify improvement opportunities.
• Prepare management information (MI) reports and provide actionable customer insights.
• Continuously evaluate partner performance and customer engagement initiatives to improve service delivery and commercial effectiveness.

Qualifications & Requirements

• Bachelor's Degree or professional qualification in Marketing, Business Administration, or a related field.
• Minimum 4 years of experience in a similar capacity.
• Strong understanding of customer relationship management (CRM), customer engagement, and customer lifecycle management.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to translate customer insights and feedback into actionable business initiatives.
• Experience in campaign management, partnership development, and customer experience improvement will be an advantage.
• Ability to coordinate multiple projects and work collaboratively with cross-functional teams.

Interested candidates may send their CV to [email protected]