Senior Manager, Customer Engagement

1 month ago


Hong Kong, Central and Western District, Hong Kong SAR China CHUBB Full time

Job Summary:

As a Senior Manager, Customer Engagement at Chubb, you will be responsible for developing and executing customer engagement strategies to enhance customer experience and loyalty. This role requires a strong understanding of customer engagement strategies, CRM systems, and data analysis.

Key Responsibilities:

  • Develop and execute customer engagement strategies to enhance customer experience and loyalty.
  • Design and implement targeted marketing campaigns to drive customer interactions and retention.
  • Collaborate with cross-functional teams to ensure seamless customer experiences across all touchpoints.
  • Establish and manage a customer voice community to gather feedback, insights, and opinions.
  • Develop and maintain relationships with key customer advocates and influencers.
  • Analyze customer feedback and insights to inform business decisions and improve customer satisfaction.
  • Gather and analyze customer data to identify trends, preferences, and pain points.
  • Develop customer personas and segments to inform marketing strategies and improve customer targeting.
  • Collaborate with data analytics teams to develop and maintain customer data management systems.
  • Manage and maintain the CRM system to ensure data accuracy, integrity, and compliance.
  • Develop and implement CRM processes and workflows to enhance customer engagement and data management.
  • Develop and present regular reports on customer engagement, customer voice community, and customer insights.
  • Analyze campaign results and provide recommendations for improvement.

Requirements:

  • Bachelor's degree in Marketing, Business Administration, or a related field.
  • At least 10 years of experience in CRM, customer engagement, or marketing roles.
  • Strong understanding of customer engagement strategies, CRM systems, and data analysis.
  • Excellent communication, interpersonal, and project management skills.
  • Ability to work in a fast-paced environment and meet deadlines.
  • Proficiency in CRM software including SalesForce, and data analysis tools.
  • Less experienced candidates will be considered for the Managerial grade.


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