Director, Customer Strategy

4 weeks ago


Hong Kong, Hong Kong SAR China Prudential plc Full time

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Responsibilities

Work across the customer marketing leadership team and other functions in developing strategic plans, roadmaps and cadence to achieve our North Star ambition. Ensure the team priorities and progress are well documented, understood by and communicated to all key business stakeholders – GHO, other functions, agency teams and the whole customer marketing team. Act as the go-to person on regular updates for GHO, Transformation office and agency teams. Oversee the smooth running of office of CCMO including performance goal cascade, cross team project cadence and ERM governance for the whole customer marketing team. Driving connectivity across all the marketing functions to ensure that the Marketing team is connected on strategy and executional plans. Cascade GHO marketing mandates that are not specific to one function. Oversee strategic finance planning, budgeting and expense management for the whole customer marketing function and North Star pillar. Drive and manage annual strategic budget and planning process with GHO marketing and Finance and facilitate dialogue around prioritization of key strategic and transformational initiatives. Provide high level project oversight to ensure North Star Book of Work and business cases are developed and executed in alignment to strategic outcomes. Lead scrum teams on projects stemming from HK customer marketing strategies.

Job Requirements

Degree holder in Marketing/Business or related disciplines Master degree in relevant disciplines will be a plus Minimum 12 years of working experience in customer segment marketing / customer lifecycle management A demonstrated track record of developing and executing customer strategies and programs that resulted in increased customer loyalty, deepened share of wallet and revenue growth. Well-versed in different customer marketing disciplines, including segmentation, customer lifecycle management and proposition development Strong understanding of the dynamics across customer lifecycle in the insurance industry Proven capability of connecting consumer insights and data analytics with strategies and plans Strong customer leadership and team management experience preferably from financial institutions A collaborative leader with excellent communication skill to manage internal stakeholders, work with cross-functional teams and manage external partners Good command in written and spoken Chinese and English
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