Customer Relationship Management, Principal

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

As a CRM Marketing Principal, you will utilise your technical expertise to drive business growth through CRM excellence. Core responsibilities include providing strategic leadership to senior management on CRM road mapping, architecting seamless integrations between CRM systems and other off-the-shelf and in-house technology stacks, leading development of solutions that enhances CRM capabilities for sales, marketing, service and beyond, mentoring teams on deriving actionable insights from CRM data to improve customer experiences across the lifecycle, partnering closely with business to identify and implement new CRM capabilities and strategies, keeping up-to-date on the latest CRM trends and innovations, and collaborating cross-functionally to advance overall CRM maturity.

What you'll be doing- Provide strategic leadership and guidance to senior management on CRM roadmaps and best practices.- Architect end-to-end CRM solutions and integrate seamlessly with other marketing technology stacks including in-house systems- Lead development of new features and enhancements that increase CRM capabilities for sales, marketing, customer service, and other business functions- Mentor teams on using CRM data and analytics to derive customer insights that inform engagement strategy and personalization- Work closely with business partners across functions to continuously identify new opportunities to use CRM to meet objectives- Collaborate with various teams to drive the commercialization of CRM tools in conjunction with other internal digital assets, including iSMART+, AIA+ and AIA Now.- Implement capabilities like generative AI to enable real-time interactions and value delivery across customer lifecycle- Maintain ground breaking knowledge of CRM vendor products, third-party solutions, releases, and innovations- Partner with different teams, especially with Technology, to ensure optimal CRM platform uptime, performance, and adoption-
- Use extensive hands-on expertise with leading CRM platforms like Salesforce and Microsoft Dynamics to guide technology decisions- Provide thought leadership and strategic input on increasing CRM return on investment and accelerating growth objectives- Continuously enhance CRM environment and evolve governance to align with business needs- providing leadership and direction to our offshore China-based technology team responsible for implementing CRM initiatives and enhancements. You will partner closely with them to ensure they have the required guidance and support to effectively implement CRM roadmaps according to plan.

What we are looking for- University graduate with a minimum of 15 years of relevant experience- Hands-on experience with leading CRM platforms such as Salesforce or Microsoft Dynamics- Strong track record architecting, implementing, and handling enterprise-scale CRM solutions- Experience in technical project management- Excellent problem-solving, analytical, and decision-making abilities- Demonstrable ability to identify innovation opportunities and define solutions that deliver business value- Advocate of customer-centricity with ability to embed innovative approach across the organization- Relentless focus on increasing value for customers and optimizing user experience- Hands-on experience across full development lifecycle including familiarity with agile methodologies- Strong analytical skills and ability to derive insights from customer data to guide strategy- Stay ahead of emerging experience trends and evolve platforms to serve user needs- Demonstrable ability to collaborate across different teams and influence diverse partners- Outstanding communication, coaching and consulting skills to guide teams and partners
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._