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The Partnership Customer Retention and Resell Management Head is mainly
responsible for managing the development and implementation of B2C (Businessto-Customer) programs or campaigns across all sales channels that are geared
towards retaining, deepening relationship and increasing customer lifetime value of
existing customer portfolio.

He/she is expected to ensure proper coordination of program mechanics and
communication plans with Segments, Sales, Customer Touch Point Channel
Managers (Website, Call Center, BPI Website and Social Media), PAL Process
Owners, Legal and Compliance, BPI Stakeholders, and other alternative distribution
channels or Insurance or Bank Regulator when necessary.

The Partnership Customer Retention and Resell Management Head will oversee
the preparation and submission of business case or campaign documentations as
well as approval by Management and Stakeholders prior to implementation. He/she
is expected to effectively communicate campaign status and review closing reports
with insights on campaign effectiveness or improvement areas.

All campaigns must be aligned with BPLAC’s end-to-end Desired Customer
Experience and Brand Values, as well as customer experience / centricity principles
of the Bank Partner.

• Manage the development, implementation and improvement of customer programs that will increase loyalty of existing customers, in view of target renewal premiums and persistency measures; as well as increase customer lifetime value to deepen relationship via resell / upsell or cross-sell offers.
• Work with BPLAC Segment Heads, CRM, Product Marketing and Sales in developing the desired customer experience (DCE), journey map, and in identifying opportunities that may increase customer stickiness.
• Ensure that campaign plans, mechanics and metrics are aligned with corporate objectives.
• Manage the generation and release of campaign reports (updates and post-campaign report) that will be shared to Sales, BPLAC Management and Stakeholders. Liaise with Process and Systems Support in documenting campaign processes and Service Delivery Management in establishing campaign agreements with PAL Process Owners or Call Center Team Leads. Liaise with AIA BUs on customer programs and campaigns best practice, as necessary.
• Work with Citi-AIA and other alternative distribution stakeholders (DMTM, CorpSol, Institutional Distribution) in replicating in-branch / individual customer programs and campaigns as aligned with the partners’ Desired Customer Experience.

MINIMUM JOB REQUIREMENTS

• Graduate of any 4 or 5 year College Course, preferably in Marketing or Communications. An MBA degree is a plus.
• At least 5 years of relevant work experience in the area of Consumer Activations, Advertising or Marketing. Prior work experience with a financial services company or insurance is a plus.
• Must have strong leadership, planning, and organizational skills to successfully manage a team and multi-task; yet flexible, collaborative and proactive to positively impact team performance / productivity.
• Must have excellent judgment, creative problem-solving skills, results oriented, self-motivated to thrive under pressure and committed to continuous selfdevelopment.
• Exceptional written, oral, interpersonal and presentation skills to effectively interact with Senior Management, matrix of control and reporting team.
• Must have business management skills necessary in preparing campaign documents, profit and loss assumptions, business reports and keeps tab on improvements in consumer activation programs and campaigns within and outside the insurance industry.
• Must be adept with technology, digital communication platforms, cloud and CRM systems for campaign management, Adobe Creative Suite and MS Office applications for business documents and reporting materials.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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