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Chubb Life HK : Customer Experience Lead
CHUBBHong Kong17 days ago
Job descriptionLead the Customer Optimization Team to design and implement campaigns that enhance customer experience across all touchpoints (post-purchase, renewals, claims). Provide strategic guidance to assistant managers in developing retention, cross-sell / upsell, and engagement programs. Bachelor's degree in Marketing, Business Administration, or a related field. At least 10 years of experience in CRM, customer engagement, or marketing roles. Strong understanding of customer engagement strategies, CRM systems, and data analysis. Excellent communication, interpersonal, and project management skills. Ability to work in a fast-paced environment and meet deadlines. Proficiency in CRM software including SalesForce, and data analysis tools. Less experienced candidates will be considered for the Managerial grade.
CX Journey Analytics & Strategy
- Lead end-to-end customer journey mapping across all touchpoints (purchase, inquiries, renewals, claims)
- Develop a robust customer segmentation framework beyond demographics and past purchase history, incorporating lifestyle and behavioural data
- Oversee the implementation of predictive analytics for customer lifetime value modelling
- Collaborate with IT to establish a unified customer data platform that connects all touchpoints
- Collaborate with Customer Growth Team to build a holistic picture on building a customer centric journey that enable the lead to turn into a customer
Team Leadership & Orchestration :
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Customer Experience • Hong Kong
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