Assistant Manager, Marketing, Customer Experience

**About FWD**
FWD Group spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan and Malaysia, offering life and medical insurance, general insurance, employee benefits, Shariah and Family Takaful products across a number of its markets.

FWD is focused on creating fresh customer experiences, with easy-to-understand and relevant products, supported by digital technology. Through this customer-led approach, FWD aims to become a leading pan-Asian insurer that changes the way people feel about insurance. Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group.

Launched in Malaysia on 29 June 2019, FWD Takaful Berhad (Company No. 200601011780 ) is FWD Group’s inaugural Takaful business - a partnership between FWD Life Insurance Company (Bermuda) Limited (an FWD Group company), JAB Capital Berhad and Employee Provident Fund Board of Malaysia (EPF).

If you are looking for a career which can fuel your inspiration and cultivate your expertise, join us on our exciting journey

**KEY ACCOUNTAIBILITIES**

**_Brand and Marketing Campaign
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- Strategize and implement social contents and collaterals for brand and companywide campaigns to ensure it complies with the CX guidelines and tonality.
- Manage the social media community management channels
- Oversee creation output for social assets to be used as content
- Ensure all social content produce has been reviewed and approved by the relevant stakeholders.
- Oversee and manage social media budget.

**_UI/UX Design & Digital Platform Innovations
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- plan and implement new platform designs
- Optimize existing user interface designs
- Test for intuitivity and experience
- Communicate with stakeholders to understand their business goals and objectives
- Develop technical and business requirements and always strive to deliver intuitive and user-centered solutions
- Test new ideas before implementing
- Review the customer journey process for the UI/UX for product pages by both agency and NBM channels

**_Policy, Process & Procedures
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- Ensure all CX output are fully complied with relevant stakeholders’ requirement and approval.

**_Customer Focus
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- Work closely with key and relevant service providers.
- Perform analysis and propose solutions to improve customer experience.

**Technology and Platforms**:

- Ensure that chatbot is constantly monitored and updated with the latest intents.
- Assist in ensuring CX initiatives are implemented accordingly
- Manage and ensure all products and platforms like our website pages/banners, ecommerce platform (both app & web) adhere with the brand & CX guideline.

**Reporting**:

- To ensure Social Media reports are presented accordingly to the required metrics
- To ensure chatbot reporting is also delivered accordingly in the given dateline

**QUALIFICATIONS / EXPERIENCE**:

- Degree level education required in Marketing or IT / post-graduate qualifications/high degree preferred
- Should have level of skill commensurate with a minimum 2 years’ relevant experience preferably in financial services.
- 2 years or more experience as an UI-UX Designer or similar role.
- Significant experience of B2B marketing with proven successes across the full marketing mix
- Experience of handling all communication channels internally and externally
- Experience of leading crisis communication and communication activities due to complex projects such as Merge & Acquisition

**KNOWLEDGE & TECHNICAL SKILLS**:

- Strong knowledge and experience on social media and the trends around it
- Possess leadership with negotiation and influencing qualities.
- Strong and effective communication skills in verbal and written both English and Bahasa Malaysia
- Strong in crisis management
- Strong reasoning capabilities - creative and lateral thinking with problem solving skills
- Strong interpersonal skills to build relationships across all levels of the organization and with external agencies
- Broad and in-depth knowledge of marketing and communications practices
- UI design portfolio is an advantage
- Ability to discuss and explain design options
- Detail oriented
- Critical thinker
- Problem solver and customer-centered
- Knowledge of Adobe range of products including Photoshop, Illustrator, InDesign, Acrobat & etc is an advantage