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Manager, Customer Segmentation

Date: Jul 11, 2019

Location: Hong Kong, HK

Company: AIA Careers

Job Summary

A motivated and high calibre individual reporting to Segmentation team lead - This incumbent will have direct responsibility to formulate Best-in-Class Customer Segmentation and proposition, deepen engagement via cross-sell and upsell, improve sales & retention, and enhance customer experience along the entire customer journey for both individual life and corporate business of AIAHK.


Roles and Responsibilities

  • Achieve the KPIs assigned through effective deployment of customer-centric strategy
  • Drive engagement, retention, repurchase, cross-sell of existing customers and foster new customer acquisition through right segmentation & propositions, robust channel support and data-driven analytics
  • Define differentiated proposition as an "All-in-one" solutions provider across corporate and individual clients through advanced segmentation strategies to create a sustainable and competitive market position
  • Build advanced segmentation model, execution plans and growth strategies back by research, data analytics and feedback from channels and other business lines with the ultimate goals to uplift cross-sell and repurchase
  • Enhance distribution capabilities by formulating insight-based sales pitch, distributor journey, digital sales tool, on-boarding journey for Next Gen distribution to drive positive business outcomes
  • Focus on Customer Centricity – driving increased customer repurchase, an improving retention levels via data/analytics and insight-led initiatives for both individual and corporate customers 
  • Formulate customer value propositions with compelling insight-based segment-led sales pitches across entities to:
    • Drive sales and penetration of designated product mixes to align with company strategy
    • Maximize untapped opportunities from existing customers base, including reactivating the inactive, and reconnecting special caring segments
    • Uplift channel productivity by strengthening the engagement and collaboration with Agency & Partnership Distribution
  • Collaborations with Group Office to execute company-wide strategies
  • Tight collaboration across organization with business units and internal stakeholders to ensure marketing campaigns and product initiatives being in line with the experience and proposition defined for respective segments, and to ensure right fit across product portfolio, segment needs and growth targets


Job Requirements

  • University degree with over 5 year working experience in financial services, insurance or related industry, at least 5 years of which in in Marketing, Customer Relationship Management (CRM), Business Development or Product Development role.  Insurance experience and/or segmentation experience is a plus
  • Strong business acumen and is customer oriented with proven track record in attaining business results
  • Strong analytical, problem-solving and execution skills
  • Self-motivated, innovative, responsible, proactive, flexible, take ownership and determined to deliver assigned targets/projects
  • Able to lead internal and cross-functional teams to be a team player
  • Excellent in spoken and written Chinese and English


We offer an attractive remuneration package to the successful candidate.  Please submit your application by clicking “Apply Now” for our processing.


All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes.  The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request.  It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies.  AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.

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