[Chubb Life] Manager, Customer Retention

• Design and implement effective customer retention strategies/initiatives, i.e customer campaign, premiums collection contest, lapse reinstatement, lapse prevention, surrender conservation…
• Collaborate with key stakeholders to analyze, review and optimize premiums collection strategy
• Enhance customer satisfaction (as measured by rNPS/tNPS/CSAT), and ensure proactive, value-driven engagement with customers throughout their lifecycle.
• Design and implement multi-channel contact strategies (phone, email, SMS, digital,…).
• Prepare regular reports of premiums collection, retention metrics, customer satisfaction, campaign performance,…
• Use analytics to identify trends and opportunities; Manage allowed budget
• Form, train and develop team of Customer retention & other expanded scope per business demand

Qualifications

-    Bachelor’s degree in Business, Insurance, or related field
-    5-7 years’ experience in life insurance: customer retention, customer experience, or related roles
-    Knowledge of NPS/CSAT methodologies and customer journey mapping
-    Strong analytical and problem-solving skills
-    Excellent communication (both Eng & Vie) and stakeholder management abilities