Senior Manager, Customer Communications & Engagement (DIY Initiative)
Senior Manager, Customer Communications & Engagement (DIY Initiative)
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Job Description
Prudentials purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured for our people customers and partners. We provide a platform for our people to do their best work and make an impact to the business and we support our peoples career ambitions. We pledge to make Prudential a place where you can Connect Grow and Succeed.
The ideal candidate will be responsible for developing and managing segment-specific value propositions and forging strategic partnerships to drive business growth. This role requires a deep understanding of customer segmentation strong relationship-building skills and a proven track record in partnership management.This position will lead the development and implementation of strategies for customer engagement focusing on promoting DIY services to increase awareness and effective usage of these services. This role will ensure the creation of seamless personalized communication experience that empowers customers to fully utilize our DIY offerings.
Job Responsibilities:
Develop and execute communication strategies: Create effective communication plans to promote DIY services and ensure they reach the target audience.
Content creation: Produce engaging and informative content about DIY services for various customer touchpoints (social media websites email event etc.).
Customer engagement: Design and implement engagement campaigns to inform customers about the benefits and usage of DIY services.
Feedback and improvement: Establish channels for customer feedback and use insights to continuously improve DIY services.
Personalized communications: Utilize data analytics to send personalized messages that encourage customers to use DIY services.
Engagement activities: Organize webinars Q&A sessions and workshops to engage customers and address their queries about DIY services.
Measure and report: Regularly track communication effectiveness and DIY adoption rates aiming to drive DIY from 40% to 60%. (subject to agreement with OPS).
Job Requirements:
Degree holder in Communications/ Marketing/ Business or related disciplines
Masters degree in relevant disciplines is a plus
10 years of working experience in customer engagement communications service-oriented initiatives customer strategy development campaign management content marketing customer insights and experience (preferably in financial services institution)
Proven track record in developing and implementing successful communication and engagement strategies
Well-rounded experience in customer marketing disciplines including customer engagement communications customer strategy development campaign management content marketing customer insights and experience and project management
Proven capability to connect customer feedback/ insights and data analytics with the ability to translate data into actionable strategies and plans
A collaborative leader with excellent communication and interpersonal skills in managing stakeholders and working with cross-functional teams
Excellent command of English and Chinese both written and spoken
Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex race age ethnic origin educational social and cultural background marital status pregnancy and maternity religion or belief disability or part-time / fixed-term work or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.
Required Experience:
Senior Manager
Employment Type
Full-Time
