Assistant Manager - CRM & Customer Marketing

About the role

A well-established insurance organisation is looking for an Assistant Manager to drive customer engagement, retention and loyalty through targeted marketing campaigns, CRM initiatives and strategic partnerships. The role focuses on increasing customer lifetime value, managing engagement programmes, developing health and wellness partnerships and improving the customer experience across the customer lifecycle.

Key responsibilities

• Develop and run customer engagement and retention campaigns across traditional and digital channels, and plan CRM and existing customer marketing campaigns by segment and lifecycle stage.
• Grow customer lifetime value, retention and cross-selling opportunities, and analyse customer behaviour and campaign performance.
• Manage and expand value-added services, loyalty benefits and strategic partnerships, and onboard new partners; aim for a 30% increase in customer engagement.
• Plan health and wellness education and engagement programmes, working with digital marketing teams and training partners, and create wellness content.
• Improve key customer journeys such as policy purchase, claims and renewals, using feedback, NPS and other insights to find service gaps.
• Oversee customer feedback and complaints, coordinate resolutions and prepare management reports on behaviour, campaigns and engagement.

Required profile

• Bachelor's degree or professional qualification in Marketing, Business Administration or a related field.
• Minimum 4 years of experience in CRM, customer marketing, customer engagement, loyalty programmes or a similar function.
• Experience developing and running customer engagement, retention and marketing campaigns.
• Exposure to strategic partnerships, loyalty programmes or value-added services is an advantage.
• Experience in insurance, banking, telecommunications, fintech or related service industries is an advantage.

Required skills

• Good understanding of customer lifecycle management, customer experience and retention strategies.
• Strong communication, presentation and stakeholder management skills.
• Analytical and problem-solving skills, able to turn customer insights into actionable initiatives.