Senior CRM & Digital Engagement Manager

FWD Life Insurance Company (Bermuda) Limited; Hong Kong; On-site; HKD 420,000 - 600,000; Full time

Benefits offered by this job

5-day workweek

Annual leave 20-22 days

Learning & development opportunities

Attractive compensation package

Job summary

FWD Group in Hong Kong seeks an Assistant Manager/Senior Officer for Portfolio Management focusing on Digital Engagement and Campaigns. You will drive customer journeys, optimize cross-sell and retention activities, and manage marketing materials end-to-end with stakeholders.

The role requires CRM, marketing analytics, and hands-on marketing automation experience in financial services. A proactive, collaborative, and detail‑oriented approach is essential.

Qualifications

• Bachelor’s degree in marketing, Communications, e-commerce or a related discipline preferred.
• 3–5 years’ experience in CRM, customer loyalty, engagement or campaign management, ideally within financial services.

Responsibilities

• Plan and execute customer engagement journeys through customer behavior analysis, including cross-sell and retention campaigns and promotions.
• Manage leads generation and follow‑up, including handling application drop‑off lists and identifying qualified leads to enhance cross‑sell opportunities.
• Coordinate and manage agencies for the development of marketing materials (e.g. eDM, SMS, website banners and social ads).
• Communicate marketing plans and coordinate input, feedback and approvals from key stakeholders and contributors.
• Oversee and ensure timely execution of all marketing materials, including managing the end‑to‑end approval process.
• Champion a culture of customer segmentation, A/B testing, optimization and predictive modelling, working with cross‑functional teams to develop our testing strategy and share best practices.
• Continuously optimize campaign and promotion effectiveness by tracking, analyzing and reporting on sales and marketing communications performance.
• Drive collaboration across business units to support growth and improve overall commercial outcomes.

Skills

CRM

Marketing automation

AB testing

Cohort analysis

Google Analytics

Tableau

Digital marketing trends

Education

Bachelor’s degree in marketing/ communications/ e-commerce

Tools

Salesforce Marketing Cloud

Google Analytics

Tableau

Job description

FWD Group in Hong Kong seeks an Assistant Manager/Senior Officer for Portfolio Management focusing on Digital Engagement and Campaigns. You will drive customer journeys, optimize cross-sell and retention activities, and manage marketing materials end-to-end with stakeholders.

The role requires CRM, marketing analytics, and hands-on marketing automation experience in financial services. A proactive, collaborative, and detail‑oriented approach is essential.