Senior Manager of Customer Retention

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Prudential Hong Kong Limited Full time

Prudential BSN seeks an experienced Senior Manager, Customer Lifecycle Management – Persistency, Retention & Upsell to lead our efforts in customer retention, persistency, and revenue growth. As a key member of our team, you will be responsible for developing and executing end-to-end strategies to manage the customer lifecycle.

Main Objectives:
  1. To drive business outcomes through data-driven insights and customer-centric initiatives.
  2. To build strong relationships with cross-functional teams to ensure seamless execution of customer lifecycle strategies.

Responsibilities include developing and implementing programs to improve customer persistency and retention, analyzing lapse patterns, and collaborating with distribution and customer service teams to create proactive solutions for retention. You will also be responsible for developing campaigns to re-engage and retain policyholders nearing policy maturity or lapse.

Must-Haves:

  • Bachelor's degree in Marketing, Business, Data Analytics, or a related field (Master's degree is a plus).
  • At least 8 years of experience in customer lifecycle management, marketing or retention strategies, with a minimum of 3 years in a managerial role.
  • Proven success in persistency improvement, retention strategies, and upsell/cross-sell campaigns.
  • Strong analytical skills, including experience with customer segmentation, predictive modeling, and campaign measurement.
  • Proficiency in CRM systems, marketing automation tools, and customer analytics platforms.
  • Exceptional communication and leadership skills, with the ability to influence and inspire cross-functional teams.

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