Design and run customer retention strategies and multi-channel campaigns to reduce lapses and surrenders, optimize premium collection, improve NPS/CSAT, report on retention metrics, use analytics to find opportunities, manage budget, and build and train a retention team.
- 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
- 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
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