Client Value Management, Principal (Senior Manager)
Core
Drive customer retention and client experience initiatives for Enterprise Business (EB) and pension clients, translating insights into actionable programs to improve persistency.
Role type
Senior Manager, Client Value Management
Builds
Retention programs, frameworks, playbooks, and experience enhancements for EB and pension portfolios
Domain
Insurance, Corporate Servicing, Pension
Required skills
Business strategy, Customer retention, Stakeholder engagement, Project management, Data analysis, Strategic advisory, Innovation, Problem-solving
Preferred skills
Consulting background, Insurance industry transformation, Digital initiatives, Chinese language proficiency
Technologies
N/A
Responsibilities
Develop and drive customer retention and client experience initiatives for EB and pension clients; Identify key retention opportunities and attrition drivers across the client lifecycle; Design and establish retention programs, frameworks, and playbooks; Review key client journeys and propose experience enhancements; Partner with Digital, IT, Operations, and Marketing to support experience-led initiatives; Define success metrics and tracking mechanisms; Prepare management updates and presentation materials for senior stakeholders.
Seniority
Senior Manager, 12+ years experience (5+ managerial)