Customer Initiative Manager

POSITION OBJECTIVE:
• Explore opportunities of customer services innovation by applying digital technologies.
• Engage key stakeholders in developing new customer initiatives that support achieving the customer centricity goals
• Responsible for project management for customer initiative projects
• Lead monitoring effectiveness of the customer initiative implementation through feedback survey and post campaign analysis

ROLES AND RESPONSIBILITIES:
A. Customer initiatives development (25%)
• Responsible for exploring opportunities to improve customer experience by regularly update new trend of digital technologies and best practices in customer experience/engagement
• Engaging key stakeholders in developing new initiatives for customer experience/engagement on the whole customer journey
B. Customer initiative projects management (50%)
• Support in developing business case and project plan for customer initiative projects
• Monitor implementation of customer initiative projects to ensure proper project governance and disciplines
C. Monitor effectiveness of customer initiative (25%)
• Conduct feedback surveys for customer campaigns
• Conduct post campaign analysis to monitor effectiveness of customer campaigns/project and engage key stakeholders for learnings

FINANCIAL AND NON-FINANCIAL MEASURES:
• Regular update on new digital technologies trend and best practice in customer experience/engagement
• Comprehensive customer initiative proposal
• Successful completion of Customer initiative projects
• Quantified measures of campaign effectiveness and learning implication

COMMUNICATION REQUIREMENTS
A. Internal (70%)
+ Regular engagement with key stakeholders from Customer Experience; Operation; Distribution Management; Business Strategy; Product Development to:
• Understand the customer journeys with AIA and advise opportunities for improvement;
• collaborate in developing customer initiatives proposal and monitoring implementation
+ Regularly reporting to Leadership Team, SMT on implementation of the customer initiatives projects
+ Ongoing communications with Group Customer Experience Team to leverage the Group’s expertise and best practices in customer experience for developing new initiatives for customer management
B. External (30%)
+ Engagement with external vendors or partner to update best practices or new technologies that would be applied to improve the customer experience
+ Collaborate with business partners or vendors to support customer initiative campaigns

Department / Functional Area: Customer Strategy
Reports to: Director, Customer Strategy

• Education – A bachelor degree preferable in Business Administration or Finance
• Experience – At least 5 years of experience in project management for customer initiatives
• In-depth knowledge about digital technologies application
• Excellent command of English and Vietnamese, both written and oral.
• Special skills:
- Sharp strategic thinking and strong innovative thinking
- Strong influencing and collaboration skills
- Strong problem solving and data-driven decision-making skills
- Strong project management skills
- Strong presentation skills

- According to the company's policy

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