Customer Strategy

4 weeks ago

Kuala Lumpur, Malaysia 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 scaling up omni-channel engagement and nurturing AIA Malaysia customers. This includes existing customer base across lines of business and distribution channels, as well as potential customers from our digital platforms and acquisition.

The goal of the omni-channel and nurturing team will be to drive highly qualified leads which are primed for conversion and cross-sell (x-sell), to our Life Planners/Agents. The person in this role will be working in an Agile manner, and hence must be open to new ways of working, as well as in close collaboration with many cross-functional teams to drive results.

Roles And Responsibilities- Utilize AIA’s CRM to leverage on marketing automation to craft personalized, real-time customer journeys.- Leverage on the various parts of our MarTech stack to ensure effective customer nurturing and lead generation. This will include our CRM (customer relationship management), CDP (customer data platform), web analytics and My AIA app.- Perform deep-dive and analyze our customer data to build customer segments/sub-segments, create meaningful engagement journeys and develop insights into their behaviors and needs.- Report and track the effectiveness of our customer nurturing journeys against the various communications channels.- Create relevant campaigns and offers that would drive lead drop, conversion and x-sell.- Maximise the My AIA app as a key customer nurturing platform, and this includes ideation of improved / new features of the app to drive better engagement and conversion.- Develop creative, engaging content and visuals that would best appeal to customers to achieve business objectives.- Partner with AIA’s lines of business and distribution partners and influence them along the omnichannel and nurturing journey, including providing input for L&D training development in support of industrializing and scaling up across the salesforce.- Coach junior team members and guide them in both technical and soft skills.- Support in management reporting for customer nurturing/engagement which includes monthly reporting and any additional analysis required by local Exco and Group Office.

Minimum Job Requirements- A recognised Bachelor Degree in Business Administration, Economics, Marketing or any related field of study.- Experience in developing and executing consumer marketing plans, content marketing and/or campaign management.- Expert in Customer Relationship Management (CRM).- Strong English language writing skills desired; bi-lingual (English - Mandarin / English - Malay) is advantageous.- Ability to manage multiple stakeholders to obtain desired outcome.- Proven ability to manage multiple projects at one time and deliver within tight timescales.
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._

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