Senior Manager, Customer Engagement - Singapore - FWD Insurance

FWD Insurance

Verified Company

Singapore

1 week ago

Posted by:

Wei Jie

beBee Recruiter

Description

About FWD Group

FWD Group is a pan-Asian life insurance business with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world.

FWD reached its 10-year anniversary in 2023.

The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology.

Through this customer-led approach, FWD is committed to changing the way people feel about insurance. Visit

PURPOSE- Creating the best moment for a customer to purchase the right Life and health insurance product.- End-to-end Customer engagement and nurturing strategy for all distribution channels, including but not limited to digital, agents, brokers, IFAs, bancassurance and partners.- Customer lifetime management strategies using digital and marketing automation solutions.

KEY ACCOUNTABILITIES- Identify key problem statements on customer management across each channel, in each market. Design lead nurturing and customer lifetime engagement journeys, by segment, and with personalization.- Implementation of leads nurturing and customer engagement omnichannel roadmap, by market, including business case development; stakeholder buy-in; scalability; commercialization.- Execute online to offline leads adoption, and continuous nurturing, by offline channels, with creative and practical strategies.- Progressive profiling of leads and customer via nurturing and engagement, harnessing nurturing effectiveness to enhance optimal insurance sales.- Working with leads generation team to improve the quality of leads generated, and to provide feedback on the source of leads channels in order to improve on lead acquisition metrics.- Collaboration with Group Distribution, Group Data, and local market teams, to implement the most optimal solution to solve the key problem statements, with a results-oriented focus.- Integrate insights on latest industry trends of leads nurturing and customer engagement, identify emerging technology such as generative AI, to further optimize leads and customer lifetime nurturing.

QUALIFICATIONS / EXPERIENCE- Minimum 10 years experience working in insurance companies, on customer lifetime management, leads generation and nurturing, with a deep understanding of distribution practices across the various online and offline channels.- Strong understanding of life and health insurance products, across all channels.- Strong experience in customer segmentation, personalization, customer purchase intent, and contextual experiences for life and health insurance.- Proven track record in working with offline distribution channels on digital leads adoption.- Strong project management skills and a strategic thinking mindset.- Work effectively in a fast-paced environment.

KNOWLEDGE & TECHNICAL SKILLS- Great inter-personal skills- Strong relationship building skills with people of diverse background, including non-technical people- Customer analytics and segmentation skills a plus- Marketing automation skillset a plus