Senior Customer Retention Officer (Background Trade Marketing Preferred)

This role is settling to work with Customer Retention Manager execute the Customer Retention Strategy via proposal campaigns related to retention and contact ability and supporting the achievement of NBP/APE growth targets in line with PVA Strategic goals

Scope 1: Retention
• Analyze retention circumstance and identify the right targeting customer to propose campaign to improve retention performance by years
• Prepare communication contents and idea for campaigns
• Coordinate and work closely with other functions for better communication and campaign deployment/ execution
• Review and propose revised/ new process, workflow to increase the retention rate for targeted customer groups
• Identify customer insight for better communication via touchpoints (directly to customer, via sales channels, via over the counter, customer service team …)

Scope 2: Contactability
• Examine the reachable rate via various channels to provide different plan for improvement contactable rate
• Track customer interactions
• Keep customer contact information up to date across channels
• Provide action plans, proposal activities to increase the contactable rate which impact to persistency
• Creates and builds workflows, process for customer contact update anytime at all touchpoints

Scope 3: Reporting and data analysis
• Provide reporting and analysis on customer segmentations in current company database
• Pre and post evaluate campaigns for better proposal/ improvement plan to retain customer and high contactable with customer
• Find new opportunities within data for marketing personas

Qualifications:
• University degree;
• At least 2 - 3 years of experience in customer services management;
• Experience in Financial service.
Skill and knowledge
• Understand Life Insurance market is an advantage;
• Ability to manage conflict, pressure;
• High agility to change (innovation mindset);
• Strategic thinking and customer excellence mindset;
• Demonstrate to work across the organization and drive continuous improvement.
• Ability to meet tight deadlines and time management
• Communicate well in Vietnamese and English (spoken and written)

- 13th month salary & Competitive Bonus & 21 days of annual leave
- Financial Support, Health care and Well-being programs for all staff and their family
- Extensive training program

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