Job ref no.: 170006MK_1525769462

Assistant Manager, Customer Segmentation

AXA China Region Insurance Company Limited

Job Role:

  • define and develop an overarching customer-centric corporate strategy with the ability to iteratively execute on smaller and manageable goals
  • Identify core strategic customer segments for AXA HK (both individual and corporate) and develop customer experience journeys through VOC / VOD (as appropriate) and user experience research/understanding
  • Design the future-state omni-channel customer experience that reduces customer pain points, reaffirms customers trust in the company and leads to improved customer segment profitability over time (prioritised by strategic segments)
    • Research and define what customers value - how to determine the differentiating experience and determine what customers to invest in
    • Identify customer pain points, define and monitor service standards, enable easy customer navigation across the organisation and create new ways to enrich the buying experience
    • Work with business functions to implement and refine modelled journey and identify and track improvements
  • Coordinate across organisation to rollout initiatives that address customer pain points and align the customer journey with the desired end-state, including:
    • Drive profitable customer behaviours through the creation of initiatives such as customer retention, loyalty, satisfaction, cross-sell/up-sell and improving the overall customer experience through working with distribution teams, other marketing functions, product teams and operation teams
    • Create cross-functional customer service processes, resulting in a seamless hand-off from marketing to sales to service and support
    • Design, orchestrate and improve customer experiences by ensuring consistency across channels of customer interaction
  • Develop and maintain a strong set of customer management information / metrics to measure effectiveness / progress of customer effort. Monitor results and take corrective actions as needed

Job Requirement:

  • University graduate
  • 6-10 years of experience ideally in Insurance / Financial Services Industry with at least 3 years in customer management or CRM roles
  • Possess strong operational, marketing and financial background
  • Prior experience leading highly successful marketing, sales and customer service business units
  • Process strong project management and analytical skills (past consultancy skills in CRM would be ideal)
  • Strong communications skills - both written and spoken
  • Proactive and with a can-do attitude
  • Strong interpersonal and people management skills - ability to facilitate working together across the silos
  • Change management experience
  • Knowledge of and experience in application of design thinking, agile methodology to deliver tangible business outcomes would be advantages
  • Highly skilled in facilitating cohesive cross-functional teamwork
  • Skilled in a variety of enterprise software tools including CRM, ERP, and POS systems, as well as Business Analytics software (business intelligence and predictive analytics) - ideal but not mandatory

More job information
Job ref no. 170006MK_1525769462 (CT3114945-01#0048)
  • N/A
Job Function
  • Central
Employment Term
  • Permanent
  • Full-time
  • 0 year
Career Level
  • Non-management level
  • Degree