Customer Nurturing and Engagement, Consultant

2 weeks ago


Ho Chi Minh City, Ho Chi Minh, Vietnam AIA Full time
At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

  • It's about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
  • And as part of our marketing, distribution & partnership team, you'll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purposeled brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives._
So if you believe in inspiring a better future, read on.

About the Role


Responsible in nurturing and continuously engaging with existing customer, in order to drive several key business results, such as: repurchase, retention, and digital adoption, through the implementation of nurturing and engagement strategy, enabled by customer communication activities.

Nurturing Campaign (ECM Always-on Campaign) (40%)

  • Identify the opportunities along the customer lifetime journey to leverage the touchpoints with customer to better nurture the engagement.
  • Develop campaign and mechanism to turn the nurturing activities into delivering upsell crosssell offer to existing customer, in close coordination with MKT, Distribution channel, and other related departments.
  • Drive business results from existing customers through the campaign activities, in the form of repurchase ANP, VONB, repurchase rate, % existing customer repurchase ANP contribution, and improve active customer ratio.
Digital Adoption (30%)

  • Drive the digital adoption of AIA+ or any form of digital customerfacing platform to increase customer active usage.
  • Ensure that the digital adoption campaign is aiming to also improve eSubmission which in turn will drive STP performance.
  • Coordinate with digital platform product owner and CO process owners to ensure the digital adoption campaigns are performed at the right timing.
Customer Loyalty Program (20%)

  • Maintain the existing customer loyalty program targeting customers with high ANP (MyVIP program).
  • Perform necessary administrative tasks (including coordination with internal departments, external vendor, government regulatory bodies, etc) to maintain the program
  • Propose necessary changes to the existing program to better suit the business needs, including to expand the targeted base to other existing customer segment(s).
Customer Communication (10%)

  • Perform any necessary communication activities to existing customers to support above business objectives, or any additional objectives that are deemed necessary by the business.
  • Support in change management communication activities to drive change among internal staff for any relevant initiatives.
  • Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._


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