Talent.com
你所在的国家不提供此工作机会。
Chubb Life HK : Customer Experience Lead

Chubb Life HK : Customer Experience Lead

CHUBBHong Kong
22 天前
职位描述

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 :

  • Lead 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.
    • 为此搜索创建职位提醒

    Customer Experience • Hong Kong