Lead, Customer Engagement

3 days ago

Singapore AIA Full time

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives._

So if you believe in inspiring a better future, read on.

About the Role

This role is responsible for the execution of customer engagement initiatives through seamless omnichannel customer experience for both our Mass and High-Net-Worth segment. This entails the leading and continual optimisation of customer touchpoints, improvement in customer experience and delivery of all best in class B2C and B2B2C engagement campaigns.

He/she will manage the transformation of a traditional engagement model to digital engagement model that leverages on digital, data and insights to connect with both onshore and offshore customers more precisely. Precision and personalisation drives customer loyalty which in turn drives higher repurchase.

Success in this role is centred on strong collaboration with Agency, Life Operations, Legal and Compliance and Technology team to offer best in class support for the sales force and data-driven engagement for the customers.
- To execute the enterprise strategy of nurturing existing AIA customers leading to an uplift in new business
- Lead the customer loyalty strategy and the implementation of any outcome
- Optimise customer experience across the different touchpoints
- Optimise the effectiveness of communications, both digitally and non-digitally, to drive customer lifetime value by increasing the recency, frequency and value of interactions with customers
- Develop high quality customer communication based on data to develop insights and incremental customer loyalty
- Work with Technology Team to develop best in class capabilities to effectively connect with our customers across all stages in their customer journey
- Lead and manage digital transformations to better support our campaigns in a more automatically scheduled manner
- Collaboration with enterprise-wide stakeholders in delivering outcomes to drive engagement
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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