Customer Digital Business Development, Principal (Senior Manager)

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 900,000 - 1,300,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a seasoned Customer Digital Business Development, Consultant to lead operational excellence, reward program delivery and partner coordination for AIA Vitality.

This role requires hands-on expertise in marketing campaign execution and program operations, with the ability to independently manage complex workstreams and influence stakeholders to deliver reliable customer outcomes.

Qualifications

• 8–10+ years of experience in marketing campaigns, program operations, digital engagement, or customer programs.
• Strong, hands-on experience in marketing campaign planning and execution.
• Proven ability to manage multiple complex workstreams independently.
• Solid analytical skills with experience in cost tracking and performance reporting.

Responsibilities

• Own and drive end-to-end operations of AIA Vitality reward programs.
• Coordinate with partners, vendors, and cross-functional teams for timely delivery.
• Plan, execute, and optimize marketing campaigns end-to-end.
• Track costs, budgets, and performance; provide forecasts and insights.
• Support adoption and optimization of new reward features and campaigns.

Skills

Marketing campaigns

Program operations

Stakeholder management

Cost tracking

Education

Bachelor’s degree in Business/Marketing/Operations

Job description

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose‑led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. So if you believe in inspiring a better future, read on.

About the Role

The Customer Digital Business Development, Consultant will be the contributor responsible for leading and driving the operational excellence, reward program implementation, partner coordination, reward cost governance, and marketing campaign delivery for AIA Vitality. This role is designed for a seasoned professional with deep hands‑on experience in marketing campaign execution and program operations, capable of independently managing complex workstreams, influencing stakeholders, and translating strategy into high‑impact outcomes. This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Roles and Responsibilities:

Operations & Program Ownership

• Own and manage end to end operations of AIA Vitality reward programs
• Ensure seamless execution, readiness, and scalability of reward initiatives
• Act as the primary operational owner for cross functional coordination and issue resolution
• Continuously identify and implement process improvements to enhance operational efficiency

Partner Support & Coordination

• Serve as the primary operational contact for AIA Vitality reward partners and vendors
• Manage partner onboarding, day to day operations, and reward fulfillment coordination
• Resolve partner operational issues, ensuring service quality and timeliness
• Support partner performance tracking and continuous improvement initiatives

Reward Cost Tracking & Performance Analysis

• Independently manage reward cost tracking, reporting, and budget monitoring
• Prepare cost forecasts, utilization analysis, and performance summaries
• Work closely with finance and internal stakeholders to ensure cost accuracy and transparency
• Identify insights and recommendations to improve cost efficiency and reward effectiveness

Marketing Campaign Planning & Execution

• Plan, execute, and optimize AIA Vitality marketing and engagement campaigns end to end
• Translate program objectives into customer facing campaign concepts and execution plans
• Coordinate with marketing teams, digital teams, and external agencies on content, assets, and launch
• Manage campaign timelines, deliverables, and post campaign performance analysis
• Apply data and insights to refine campaign targeting, messaging, and engagement effectiveness

Digital Reward Journey & Adoption Optimization

• Own and continuously improve end to end digital reward journeys for AIA Vitality members
• Identify customer journey gaps, friction points, and adoption challenges
• Partner with product, digital, and technology teams to enhance reward experience and usability
• Support rollout and adoption of new reward features, partners, or campaign driven initiatives

Reporting & Stakeholder Collaboration

• Develop and maintain regular operational, cost, and campaign performance reports
• Present insights, recommendations, and action plans to stakeholders
• Work independently across multiple teams in a matrix environment
• Act as a subject matter expert on reward operations and campaign execution

Minimum Job Requirements:

• Bachelor’s degree in Business, Marketing, Operations, or related field
• 8–10+ years of experience in marketing campaigns, program operations, digital engagement, or customer programs
• Strong, hands on experience in marketing campaign planning and execution
• Proven ability to manage multiple complex workstreams independently
• Solid analytical skills with experience in cost tracking and performance reporting
• Strong communication and stakeholder management skills
• Proficient in English and Chinese written and presentation skills
• You are required to obtain relevant license if your job involves in regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives. You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.