Senior Manager, Customer Value Management, Insurance

Job Responsibilities

Customer Retention and Loyalty (Churn Management)

• Reduce Churn: Create and execute proactive data-driven strategies to prevent policyholders from canceling their insurance policies.
• Identify At-Risk Clients: Utilize predictive analytics to spot clients who are likely to lapse or surrender their policies and launch win-back or save campaigns.
• Build Loyalty Programs: Design rewards, engagement initiatives, and benefit plans to boost ongoing customer satisfaction and relationship stickiness.

Cross-Selling, Upselling, and Revenue Growth

• Grow Existing Portfolio Value: Direct marketing and communication frameworks to encourage current policyholders to purchase additional or higher-value insurance products (e.g., adding critical illness riders to standard medical insurance).
• Targeted Campaign Execution: Orchestrate precision lifecycle marketing campaigns, ensuring the right insurance offers are directed to the right customers at optimal trigger points.
• Promotional Budget Management: Oversee and optimize the budget assigned for cross-selling and promotional appeals.

Customer Data Analytics and Segmentation

• Behavioral Segmentation: Group the insurance client base by demographic data, purchasing behavior, risk profiles, and financial value.
• Track Key Performance Metrics: Continuously monitor and report on CVM metrics, specifically Customer Lifetime Value (CLV), Return on Investment (ROI) of campaigns, response rates, and Net Promoter Score (NPS).

Customer Journey and Proposition Optimization

• Journey Mapping: Evaluate digital and physical touchpoints to identify "Moments of Truth," streamlining complex operations like claims and onboarding to reduce customer friction.
• Value-Based Pricing Collaboration: Partner with pricing and underwriting teams to ensure that tiered or usage-based insurance structures match customer feedback and market value expectations.

Stakeholder Management

• Cross-Department Liaison: Act as a central bridge between Sales, Marketing, Underwriting, IT, and Customer Success to keep organizational goals aligned around customer value.

Job Requirements

• Bachelor's degree holder
• A minimum of 12 years of relevant experience gained from large insurance firms
• Fluent Cantonese and English, and preferably Mandarin