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Customer Nurturing and Engagement, Consultant
2 weeks ago
- 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._
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.
- 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.
- 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.
- 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).
- 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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