Chubb life Assurance Co., Ltd.
Chubb Life: Head of Customer Strategy
atChubb life Assurance Co., Ltd.Position Overview: The Head of Customer Strategy will be responsible for developing and executing strategies that enhance customer interactions and ensure a seamless customer journey. This role requires a strategic thinker with a proven track record in customer engagement, loyalty program implementation, and cross-functional collaboration. The ideal candidate will leverage data-driven insights to drive improvements in customer satisfaction and retention, thus positioning Chubb Life Thailand as a market leader in customer experience.
Key Responsibilities:
- Customer Engagement Strategy:
- Develop and implement comprehensive strategies to enhance customer interactions and foster brand loyalty across various channels.
- Maintain open communication with customers, analyzing engagement metrics, and identifying opportunities for improvement.
- Collaborate with marketing, sales, customer service, digital, and other relevant teams to ensure a cohesive and unified approach to customer engagement.
- Customer Journey Optimization:
- Focus on enhancing the customer journey by identifying and implementing actions that boost retention and satisfaction.
- Measure customer satisfaction through tools such as Net Promoter Score (NPS) and manage initiatives to improve these metrics.
- Analyze end-to-end customer experiences to identify pain points and opportunities for enhancement.
- Effective Loyalty Program Implementation:
- Analyze customer behavior and feedback to identify trends that inform loyalty program development.
- Create and manage communication strategies for rewards, encouraging personalized customer relationships.
- Monitor program performance, manage budgets, and stay informed on industry trends to ensure competitiveness and effectiveness.
- Strengthening Brand Loyalty:
- Innovate and implement initiatives designed to increase retention rates and enhance overall customer engagement.
- Position Chubb Life Thailand as a market leader by cultivating exceptional customer experiences and driving digital transformation within the organization.
- Align Marketing Initiatives:
- Integrate customer insights into marketing strategies to ensure messaging and services resonate effectively with target demographics.
- Work closely with the marketing team to ensure that customer strategy aligns with overall business goals.
Qualifications:
- Bachelor’s degree in Marketing, Business Administration, or a related field; Master’s degree preferred.
- 8+ years of experience in customer strategy, customer experience management, or a similar role.
- Proven experience in leading cross-functional teams and driving customer-centric initiatives.
- Strong analytical skills with the ability to interpret data and customer insights to inform strategy.
- Excellent communication, interpersonal, and presentation skills.
- Knowledge of loyalty programs and tools to measure customer satisfaction and loyalty.
- Experience in the life insurance sector is a plus.
Experience required
- 8 years
Salary
- Negotiable
Job function
- Senior Management
- Strategy / Planning
Job type
- Full-time
Company overview
The insurance companies of Chubb serve multinational corporations, mid-size and small businesses with property and casualty insurance and services; affluent and high net worth individuals with substantial assets to protect; individuals purchasing life, personal accident, supplemental health, homeown ... Read more
Why join us: At ACE, we recruit people who will contribute to the growth and success of the company and focus on meeting customers' needs. We are committed to developing all our employees and to ensuring they are satisfied in their work at ACE, which is one of the world’s leading insurance companies. We are a ... Read more
Benefits
- Pension Fund
- Professional development
- Five-day work week
- Social Security
- Job training
- Learning & Development Opportunities
