Santa Ana - Customer Lifecycle Manager
About FWD Group
FWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.
For more information, please visit www.fwd.com
About FWD Life Philippines
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.
For more information, please visit fwd.com.ph.
1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital
2 www.insurance.gov.ph > Statistics > Life > 2022 > Based on New Business Annual Premium Equivalent
The Customer Lifecycle Manager’s role is pivotal in driving marketing-driven revenue, unlocking customer lifecycle insights, and collaborating with stakeholders to implement actionable strategies anchored on FWD Life Loop. The ideal candidate will have a strong background in customer lifecycle management, data analysis, and stakeholder engagement, with a proven track record of maintaining and enhancing customer lifetime value.
- Develop and Implement Customer Lifecycle Strategies and Initiatives: Create and execute comprehensive strategies and initiatives to manage the customer lifecycle from acquisition to retention, ensuring a seamless and engaging customer journey.
- Revenue Generation: Drive marketing-driven revenue by identifying opportunities for upselling and cross-selling to existing customers.
- Stakeholder Collaboration: Work closely with sales, marketing, product development, customer experience, and customer service teams to ensure a cohesive approach to customer lifecycle management. Facilitate cross-functional collaboration to implement initiatives that drive customer engagement and loyalty.
- Customer and Business Insights: Utilize data analysis to unlock valuable insights into customer behavior, preferences, and trends. Translate these insights into actionable strategies to enhance customer experience and satisfaction. Collaborate with relevant functions to collect, analyze, and interpret customer feedback to identify areas for improvement and implement changes that enhance the customer lifecycle journey.
- Brand Target Metrics: Synergizes in delivering relevant brand target metrics through customer lifecycle campaigns and communication, ensuring alignment with overall marketing goals.
- Performance Monitoring: Develop and monitor key performance indicators such as CLTV, to evaluate the effectiveness of customer lifecycle management strategies. Continuously improve processes based on performance data and feedback.
Privacy Notice
Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.
FWD has partnered with Talocity Instasolutions Private Limited (“Talocity”) to manage the initial filtering of candidate’s profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.
When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.