Campaign Delivery Manager, Customer Strategy

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 ensure the successful execution of Customer Lifetime Value (CLV) initiatives, including retention, upsell, cross-sell, and lifecycle campaigns. The Delivery Manager works under the CLV Delivery / Implementation Lead to translate strategy and analytics into operational actions, coordinating across multiple teams and channels for seamless implementation.

Job Responsibilities / Phạm vi công việc

1. Program & Project Execution

2. Manage end-to-end delivery of CLV campaigns and initiatives across retention, upsell, cross-sell, and customer journeys.

3. Develop detailed project plans, timelines, and resource allocation.

4. Cross-Functional Coordination

5. Collaborate with Analytics, Marketing, CX, Product, Distribution, and IT/MarTech teams to operationalize CLV initiatives.

6. Act as the day-to-day point of contact for all execution issues.

7. Escalate risks, issues, or dependencies to the Delivery / Implementation Lead.

8. Operationalization of CLV Programs

9. Ensure proper integration of campaigns with CRM, marketing automation, and operational systems.

10. Monitor workflow automation, trigger campaigns, and policyholder engagement paths.

11. Monitoring, Reporting & Continuous Improvement

12. Maintain dashboards and reports for the Delivery Lead and CLTV Head.

13. Identify bottlenecks, recommend improvements, and support continuous optimization.

14. Stakeholder Engagement & Change Management

15. Facilitate adoption of CLV initiatives within business teams, agents, or digital channels.

16. Support training, enablement, and operational readiness for new programs.
17. Ensure processes are aligned with regulatory requirements and business standards.

Job Requirements / Yêu cầu

Qualification:

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

Experiences:

• 5–8 years in project/program management or campaign delivery in insurance, banking, or financial services.
• Experience managing customer lifecycle, retention, or cross-sell/upsell programs preferred.
• Hands-on familiarity with CRM, marketing automation, or customer journey tools.
• Experience working with analytics teams to operate predictive models.

Skills & Competencies:

• Strong project and stakeholder management skills
• Ability to translate strategy and analytics into operational actions
• Strong understanding of insurance products, policies, and distribution channels
• Knowledge of regulatory requirements affecting customer communications and campaigns
• Familiarity with Agile/Scrum delivery methods is a plus
• Ability to explain facts, practices, policies, ect. to others within the organization where past practices or divergent views constrain agreement

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.