Customer Lifecycle Management Expert

3 days ago


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

Join us as a Senior Manager, Customer Lifecycle Management – Persistency, Retention & Upsell at Prudential BSN and take on a challenging role that requires a unique blend of business acumen, analytical skills, and customer-centric thinking. As a key member of our team, you will be responsible for leading the development and execution of end-to-end strategies to manage the customer lifecycle.

Main Challenges:
  1. To identify and prioritize opportunities for retention and upsell efforts based on customer data.
  2. To collaborate 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.

Key Qualifications:

  • 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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