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Lead of Customer Relationship Management

1 month ago

กรงเทพมหานคร, Thailand FWD Insurance Full time

FWD spans Hong Kong, Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam and Japan. In Thailand, established in 2012, FWD Thailand aims to provide customer-led insurance coverage whether it be savings, personal accident, retirement plans, or investment-linked insurance. Along with TMB, our bank partner and with over 900 staffs, we deliver fresh customer experiences and provide quality services to more than 900,000 customers nationwide.

FWD is a fresh insurance company for aspirational people who are looking forward to their lives ahead. We believe that life is all about living your passion and pursuing happiness; it’s our commitment to empower people to live their lives to the fullest everyday.

If you are looking for a company where can fuel your inspiration and cultivate your experience, join us on our exciting journey.

Job Purpose

Develop CRM strategy and lead CRM team to implement data-driven loyalty and engagement initiatives catering for mass and high value customers, manage and commercialize FWD Moments ecosystem in order to grow platform adoption, strengthen user engagement, turning prospects to customers and retain existing customers

Key Responsibilities

FWD Moments Ecosystem and Partnerships
- Develop ecosystem strategy (wealth, wellness, and engagement) to grow reach, build or accelerate capabilities and /or bring in cost advantages
- Develop commercial strategy for ecosystem partnership
- Liaise with Business Units (e.g., products, distributions) to understand business needs with regards to ecosystem partners and customer engagement

Customer Loyalty and Engagement Management
- Formulate data driven loyalty strategy and oversee the loyalty program in order to engage and retain existing customers
- Formulate data driven engagement strategy and oversee the engagement campaign to grow ecosystem adoption and engagement with both prospects and customers
- Develop and implement new initiatives catering for a specific target segment based on customer profiles, especially high value customers
- Monetize the engagement platform by turning leads to customers
- Utilize marketing and analytic tools as well as technology to enhance process efficiency and build customer value proposition

People Management
- Act as a team leader to build team engagement, encourage individual development and embed leadership and customer-focused culture across CRM team

**Qualifications**:

- Bachelor's degree or higher in Business Administration, Finance, Economics or related fields.
- 10 years' years of work experience as a business/marketing strategist, consultant or marketing/customer analytics
- Fluent communication and presentation in English and Thai.
- Excellent interpersonal and influencing skills with ability to work effectively with senior management of various departments, and highly self-motivated.- CRM knowledge, Strategic planning, Data analytic, Stakeholder management, OIC regulations
- Ability to use MS Offices.
- Proactive, Open, Caring, Commit, Innovative.