Program Delivery Lead, Customer Strategy

7 days ago

Ho Chi Minh City, Ho Chi Minh, Vietnam Prudential Full time ฿72,000 - ฿96,000 per year

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.

To drive the end-to-end execution of Customer Lifetime Value initiatives across marketing, analytics, , retention, CX, and distribution. This role ensures that CLV strategies are effectively implemented, projects are delivered on time, and business benefits (persistency, cross-sell, upsell, CLV growth) are realized.
The Delivery Lead acts as a bridge between CLV strategy, analytics teams, and business execution units.

Job Responsibilities / Phạm vi công việc

1. Program & Project Delivery


• Lead the implementation of CLV programs, including cross-sell/upsell initiatives, retention campaigns, and lifecycle journeys.


• Develop project plans, track milestones, and manage resources across multiple streams.


• Ensure all CLV initiatives are delivered on time, within scope, and aligned with business objectives.

2. Cross-Functional Coordination


• Work closely with Analytics, CX, Marketing, Product, Distribution, and IT/MarTech teams to ensure smooth execution of CLV strategies.


• Act as the single point of accountability for CLV program delivery.


• Facilitate governance, steering committee meetings, and reporting to senior leadership.

3. Operationalization of CLV Initiatives


• Translate CLV insights, predictive models, and segmentation into actionable campaigns.


• Ensure proper integration with CRM, MarTech, and other operational systems.


• Track implementation of journey-based interventions (onboarding, retention, upsell, reactivation).

4. Performance Tracking & Continuous Improvement


• Define KPIs, dashboards, and success metrics for CLV programs.


• Monitor program performance, identify bottlenecks, and drive continuous optimization.


• Document lessons learned and best practices for scaling CLV initiatives.

5. Change & Stakeholder Management


• Work with business units to embed CLV-based decision-making in day-to-day operations.


• Drive adoption of new processes, tools, and analytics insights across the organization.

Job Requirements / Yêu cầu

Qualification:

  • Bachelor's degree in related field. Master's is a plus.

Experiences:

  • 8–12 years in program/project delivery, preferably in life insurance, financial services, or loyalty/CRM programs.
  • Experience managing customer lifecycle, retention, or cross-sell programs is highly desirable.
  • Familiarity with analytics, CRM/MarTech systems, and customer segmentation.
  • Proven track record of end-to-end implementation of customer-centric initiatives

Skills & Competencies:

  • Strong project/program management skills (PMP/Prince2 preferred).
  • Excellent stakeholder management and influencing skills.
  • Ability to translate analytics insights into operational actions.
  • Good understanding of insurance products, channels, and customer journeys.
  • Strong organizational, planning, and problem-solving skills.
  • Familiarity with Agile delivery methods is a plus
  • Ability to identify problems and update or modify working methods

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.

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