Mô tả công việc
Job Purpose
Responsible for designing, operating, and optimizing Customer Care/Engagement programs across the entire policy lifecycle, ensuring differentiated customer experiences, cost efficiency, effective risk control, and contribution to key business objectives (retention, satisfaction, loyalty).
Key Accountabilities (1)
- Design, Implement & Manage Customer Care Programs
- Develop annual customer care strategies/roadmaps (e.g., Customer Care 2026+), leveraging emotional touchpoints (birthdays, holidays, post‑sale care, insurance events, etc.).
- Design customer segmentation/tier mechanisms and update them periodically based on operational insights, business growth, jumbo cases, etc.; issue and govern related policies.
- Develop program rules/terms & conditions, participation criteria, qualification logic, lucky draw procedures, prize awarding processes; coordinate registration with the Department of Industry and Trade when required.
- Prepare proposal papers (rationale, objectives, cost structure, risks – controls) and submit for approval in accordance with the company’s authorization matrix.
Key Accountabilities (2)
- Cross‑functional Coordination & Multi‑channel Campaign Execution
- Collaborate with Marketing to design communication messages tailored for each customer segment and each customer care initiative.
- Co‑develop customer communication content across Zalo OA, Email, SMS, push notifications, banners, etc., ensuring accuracy and compliance with insurance regulations.
- Build campaign plans (content plan, sending schedule, activation roadmap) and ensure on‑time execution.
- Coordinate with agencies/vendors (UrBox, ZNS/Email platforms, creative agencies, lucky draw partners, etc.) to ensure SLA adherence and output quality.
- Partner with related teams to evaluate communication effectiveness (reach/engagement), generate customer insights, and propose improvements.
Key Accountabilities (3)
- Program Operations & Management
- Coordinate customer data, segmentation, and target lists.
- Establish SOPs for customer care journeys, periodic reconciliation processes, and mechanisms for gift/e‑voucher activation.
- Manage vendors: SLA compliance, data security, documentation trails, and deliverable acceptance.
- Execute customer outreach for insurance claim events and provide service‑recovery gifts in cases of service issues caused by the company or partners.
Key Relationships
- Direct Manager: Senior Manager, Customer Services
- Direct Reports: None
- Internal Stakeholders: Related divisions in company
- External Stakeholders: Insurance Agents / Financial Consultants, External Service Providers
Success Profile - Qualification and Experiences
- Education / Professional Qualifications
- Bachelor’s degree in Economics, Marketing, Business Administration, Finance/Insurance.
- Preference for candidates holding international degrees or professional certifications in finance, insurance, or banking.
- Experience
- 5–7 years of experience in CS/CX/CRM within the life insurance industry or the banking/financial services sector.
- Strong understanding of life insurance products and customer journeys.
- Experience working directly with Marketing, especially in coordinating content, channels, and campaign execution.
- Experience working with TCB or the Bancassurance ecosystem is a significant advantage.
- Language
- English requirement: fluency at speaking and writing.