Customer Marketing, Retention & Growth Manager (Quản lý Tiếp thị, Duy trì và Tăng trưởng Khách hàng)

Prudential’s purpose is to be partners for every life and protectors for every future.

Customer Marketing, Retention & Growth Manager (Quản lý Tiếp thị, Duy trì và Tăng trưởng Khách hàng)

The Customer Marketing, Retention & Growth Manager will develop and execute customer strategies to drive retention, growth, loyalty, and advocacy across key customer segments.

Key Responsibilities:

Customer Strategy & Value Management

• Develop and execute customer strategies to drive retention, growth, loyalty, and advocacy across key customer segments.
• Define and manage customer segmentation.
• Monitor and optimize customer value metrics, including customer lifetime value, retention, repurchase, engagement, and advocacy performance.
• Conduct customer insights and market research (VoC, rNPS, tNPS and other customized research).

Customer Experience Design & Transformation

• Redesign end-to-end customer journeys, including onboarding, servicing, claims, retention, and repurchase journeys.
• Build and operate segment-led servicing model.
• Foster a customer-centric culture across the organization through CX governance, capability building, and employee engagement initiatives.
• Partner with cross-functional teams to identify root causes of customer issues and implement journey improvement actions.

Customer Engagement, Retention & Growth

• Develop and implement customer engagement and communication strategies across the customer lifecycle.
• Lead retention initiatives, including lapse prevention, surrender management, and recapture programs.
• Drive customer growth through repurchase campaigns, cross-sell/up-sell initiatives, and customer lifecycle communication programs.
• Manage advocacy programs and referral initiatives to increase customer recommendation and acquisition.
• Affluent Customer Proposition Management.

Loyalty & Rewards Management

• Lead the design, implementation, and continuous enhancement of customer loyalty and rewards programs.
• Develop reward frameworks, customer incentive schemes, and recognition programs to strengthen customer engagement and retention.
• Manage rewards platform capabilities, operating models, and program governance.
• Track and analyze loyalty behaviors, program performance, and customer advocacy outcomes to optimize return on investment.

Job Requirements:

• 5 – 7 years experience in Customer Marketing (Segmentation, Customer Growth, Loyalty).
• Experience in driving Affluent customer is a preference.
• Strong analytical capability (Able to turn data into business actions).
• Commercial Acumen (Able to identify customer value pools and growth opportunities).
• Have ability to collaborate with different departments.
• Experience in Priority Banking/ Wealth Management is a plus.