# Customer Retention and Client Experience Manager

**Company**: AIA
**Location**: Hong Kong, Hong Kong
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Insurance
**Wikidata**: https://www.wikidata.org/wiki/Q30255387

**Apply**: https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/Client-Value-Management--Principal--Senior-Manager-_JR-71732?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_fc6c6a41-467

## Description

We are seeking a Customer Retention and Client Experience Manager to join our team in Hong Kong. As an ambassador for the team, you will foster cross-functional collaboration, ensure strategic alignment across business units, and strengthen the team's presence within AIA.

Responsibilities:

- Develop and drive customer retention and client experience initiatives for EB and pension clients

- Identify key retention opportunities and attrition drivers across the client lifecycle

- Design and establish retention programs, frameworks, and playbooks

- Review key client journeys and propose experience enhancements

- Partner with Digital, IT, Operations, Marketing, and other functions to support experience-led and digital initiatives

- Coordinate cross-functional inputs to ensure timely delivery and effective implementation

- Define success metrics and tracking mechanisms

- Prepare management updates, recommendations, and presentation materials

- Support ad-hoc projects and initiatives related to customer retention and client servicing experience

Requirements:

- University graduate, preferably in business, customer experience, marketing, digital, or related disciplines

- 12+ years of solid experience, including at least 5 years of managerial experience

- Consulting background with experience in transformation projects preferred

- Strong business knowledge in the insurance industry

- Proven ability to engage and influence senior stakeholders

- Proven ability to identify innovation opportunities and deliver innovative solutions

- Strong problem-solving and decision-making abilities

- Excellent verbal, written, and presentation skills; fluency in English is required, while proficiency in Chinese is an asset

## Skills

### Required
- business strategy
- customer retention
- transformation initiatives
- insurance industry
- relationship management
- communication
- strategic advisory
- problem-solving
- decision-making
- project management
- English
- Chinese

### Nice to have
- consulting
- transformation projects
- corporate servicing
- pension business
- innovation opportunities
- digital initiatives

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Source: [Apply at aia.wd3.myworkdayjobs.com](https://aia.wd3.myworkdayjobs.com/en-US/External/job/Hong-Kong-HK-AIA-Hong-Kong--Macau/Client-Value-Management--Principal--Senior-Manager-_JR-71732?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)