Prudential’s 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 people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

1. 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.
• Customer Insights & market research (VoC, rNPS, tNPS and other customized research)

2.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 (via tNPS, rNPS, project Customer Assignment Management)

3.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

4. 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 / Yêu cầu

• 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

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.