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Đăng nhập bằng:

Customer Engagement and Loyalty Executive

Ngày cập nhật: 24/02/2020

Thông Tin Tuyển Dụng

Phúc lợi

  • Bảo hiểm theo quy định
  • Du Lịch
  • Phụ cấp
  • Du lịch nước ngoài
  • Thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
  • Công tác phí
  • Chế độ nghỉ phép
  • Chế độ tập thể dục

Mô tả Công việc

1. Job Purpose: Initiate, maintain and manage customer engagement and loyalty strategies aligned to the overall business strategy of MBAL.

2. Key Responsibilities

  • Design, implement and manage MBAL’s loyalty and VIP program- in collaboration with respective departments, offering compelling rewards to our most loyal and valuable customers, monitoring and measuring the ROI of loyalty management
  • Develops and implements customer centric tactics for MBAL
  • Delivers customer-oriented metrics and analytics by evaluating available data and methods to select measurements, reports and metrics that provide clear and valuable insights into customer behavior, experience and loyalty
  • Understands the needs of customers to assist the organization to make real time strategy updates. This responsibility includes applying knowledge of how customers are using their benefits, where benefit or service gaps exist in the customer’s view, so that issues are anticipated and prevented.
  • Applying a synthesized knowledge of the life insurance industry, understanding of the numerous diverse customers of MBAL, creates targeted strategies enabling the Plan to realize value from every customer interaction and relationship
  • Designs and implements appropriate levels and styles of interactions to build customer relationships, with the goal of driving improved organization wide results through continuous engagement and optimized customer interaction

Yêu Cầu Công Việc

1. Qualification and Experience

  • Qualification: University degree economics, finance or equivalent
  • Experience: At least 03 years relevant working experience (in customer experience and customer service, preferably in life insurance)
  • Certification: [TBC]

2. Competency 

2.1. Behavioral

  • Communication: Proactively draws up and distributes information, anticipating readers’ reaction
  • Cooperative attitude: Promotes team spirit and solidarity and actively seeks cooperation, both inside and extending beyond the team itself.
  • Customer orientation: Anticipates customers’ wishes, goes the extra mile and is regarded as a constructive business partner.
  • Result orientation: Makes use of every opportunity to surpass the anticipated results and also encourages others accordingly.
  • Learning capabilities: Seeks and creates learning possibilities for himself/herself to develop and to learn from and with others. Helps and motivates others to learn.
  • Strategic thinking: Charts course within own professional area and provides ideas for the direction and development of the organization.
  • Planning and organization: Plans, coordinates and direct various kinds of activities, both for himself/herself and for others. Works out systems or procedures that make it easier to achieve the goals.
  • Change orientation: Encourages the necessary changes in own or adjoining professional areas and helps with their implementation
  • Entrepreneurship: Develops or encourages the development of new products/services on the basis of a good insight into market developments and the company’s strengths and weaknesses.
  • Leadership: Coaches and motivates staff and involves them in the performance of the activities

2.2. Functional / Technical

  • Design thinking: Understands and uses human centered design methodology, leads its rollout in the organization training colleagues and other managers, able to explain to and get buy in from key stakeholders.

  • CRM/ Case Management platform/ Feedback loop: Experienced transactional CRM/ case management platform practitioner, knows well not only the methodology, but also has hands on experience with (phased) implementation across all company touchpoints, including the analytics and closing the feedback loop.

  • Computer skills: PC literate in Windows Office (Word, Excel, PowerPoint)

3. Interpersonal Interactions

3.1. Internal

  • Manager of Customer Experience, Persistency and Loyalty Management
  • COO
  • Operations Director
  • Other Operations teams and managers
  • Other MBAL domains: Marketing, Compliance & Legal, Sales (Agency, Bancassurance and other, new channels), Product Development, IT, etc.

3.2. External

  • Policyholders
  • msg/SAP and other software companies, agencies, MB Digital department, and other vendors and solution providers
  • Counterparts at MB, Ageas, MTL

Thông tin khác

  • Hình thức: Nhân viên chính thức

Giới thiệu về công ty


Qui mô công ty: 100-499
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Customer Engagement and Loyalty Executive


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