Chief Customer Officer

Job Summary

The role is responsible for all aspects of in force management, customer experience and strategic marketing including Data Analytics, Customer journey strategy, Segmentation, Privilege, Value-added services, persistency, up-selling, cross-selling, maturity/paid-up and orphan management, Marketing Communications, Public, Relations, Branding, Digital marketing strategy, Channel & product marketing, corporate affairs, and Community involvement (Corporate Social Responsibility).

The role develops business cases for new opportunities and gets buy in from local and regional/global stakeholders which is also accountable for the P&L for products. The role includes the responsibility for devising portfolio strategy and investment choices; and contributes effectively to overall business planning.

As a member of Chubb Life Vietnam Senior Leadership Team, the Chief Customer Officer will be a key role representing the middle office, supporting the front-line distribution teams and forming a bridge with back office operations teams representing the voice of the customer.

Key responsibilities will include (but are not limited to)

• Drives the strategic planning process from market, customer, channel data and insights. Works with peers in distribution, product, operations and technology to develop a roadmap to achieve company goals.
• Manage & maintain the effectiveness of budget in customer function.
• Demonstrate the company's Compliance Values by ensuring no violations against the letters and the spirit of the company's policies due to intentional conduct and/or negligence and participation in mandatory compliance trainings and certifications as per company determined programs.
• Role models the Chubb Leadership competencies.

Customer Proposition and Experience

• Build customer segmentation for both new and in force block to ensure that the company offer products and services to match to customers' needs and requirement.
• Lead customer strategy to ensure that we have the right offering and services for all customer touch points.
• Lead the company privilege program for all segments through offline and online platform including HNW privilege program, value-added services for specific products.
• Lead customer scope and report to ensure that the company is in the right direction to increase no. of customers with high satisfaction rate.

In-force Management

• Effectively streamline orphan management practices, rules and governance.
• Lead up-selling and x-selling including maturity and paid-up program to support channel and increase the sales volume as well as no. of policy per customers.
• Build persistency monitoring program for all channels including data analysis, action planning with distribution and operations teams and monitor ongoing implementation of actions by responsible teams.

Branding and marketing communication 

• Develops and implements a brand strategy that leverages the corporate brand to improve Chubb Life Vietnam position in the market.
• Leads marketing activities and campaigns that support channels to achieve their sales targets.
• Leads marketing communication strategy both internal and external parties especially press and market to ensure that it will be benefits for agency recruitment, partnership agreement and employee recruitment.
• Engaging and communicating effectively with Board of Director, customers, regulators and other internal and external stakeholders

Digital and Data analytics

• Support digital consumer partnerships with performance marketing and analytics inputs.
• Lead a digital strategy with an agreed roadmap, focusing on digitizing the business, sales tools, customer experience improvements via sales, u/w, claims and services. Work with stakeholders to deliver a roadmap.
• Lead data analytic to support business goal and requirement and ensure that it is useful for the right decision of the company. Collaborate with the Global Data Platform program to drive report automation.
• Lead NPS survey with analysis and action plan

• Proven experience as Chief Customer Officer, Chief Marketing Officer or similar role in insurance or financial services industry
• Demonstrable experience in developing efficient strategies and business plans for all marketing aspects including but not limited to branding, product promotion, and managing customer experience.
• Solid understanding of market research and data analysis methods
• Ability to apply marketing techniques over digital (e.g. social media) and non-digital (e.g. press) channels
• Understanding of different business disciplines (IT, finance etc.)
• Proficient in MS Office and business software (e.g. CRM)