Senior Manager, Customer Portfolio Growth

Prudential Financial, Inc; Hong Kong; On-site; HKD 900,000 - 1,800,000; Full time

Job summary

Prudential Financial, Inc. seeks a senior strategy professional to shape and drive customer portfolio growth across its markets in Hong Kong.

You will deepen understanding of customers, identify growth moments, and enable coordinated digital and advisor actions. You will partner with Local Business Units and Group functions to translate insights into usable use cases and measurable outcomes across channels.

Qualifications

• University graduate in Business Administration, Marketing, Economics or a related discipline.
• At least 10 years of experience in customer strategy, customer portfolio growth, lifecycle management, CRM, segment marketing, growth marketing or commercial analytics within financial services.
• Strong understanding of customer lifecycle management, segmentation, journey design, campaign management, and test‑and‑learn methodologies.
• Strong business acumen and ownership mindset with ability to move from strategy to implementation and performance management.
• Strong analytical and problem‑solving skills; able to interpret portfolio and campaign performance and translate findings into actions.
• Experience with CRM and analytics platforms; Salesforce or MarTech platforms would be advantageous.
• Strong project and stakeholder management; able to lead cross‑functional workstreams without direct authority.
• Excellent communication and influencing skills for senior stakeholders.

Responsibilities

• Champion customer portfolio growth strategies focusing on cross‑sell, upsell, retention and relationship deepening.
• Develop practical growth frameworks and use cases connecting customer, product and behavioural insights to engagement actions.
• Collaborate with Local Business Units and stakeholders to translate opportunities into executable journeys across digital and advisor channels.
• Drive design, launch and continuous improvement of personalised engagement use cases and coordinated activation.
• Lead cross‑market workstreams from ideation through pilots to scale‑up with clear deliverables and risk management.
• Build capability through guidance, workshops and coaching on customer portfolio management and analytics.
• Monitor repurchase and portfolio growth performance; identify root causes and scale effective practices.
• Prepare high‑quality updates and recommendations for senior governance forums.

Skills

Customer strategy

Lifecycle management

Growth marketing

Analytical thinking

Stakeholder influence

Education

University degree in Business Administration, Marketing, Economics or related discipline

Tools

Salesforce

MarTech platforms

CRM systems

Job description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This role will be a core member of the Group Customer team, responsible for shaping and driving customer portfolio growth strategies across Prudential's markets. The role will help unlock greater value from the existing customer base by strengthening customer understanding, identifying priority needs and growth moments, creating relevant reasons to engage, and enabling coordinated digital and advisor actions. Working closely with Business Units and Group functions, the role will translate customer intelligence into practical use cases, disciplined execution and measurable repurchase and relationship‑deepening outcomes.

Job Responsibilities:

• Champion customer portfolio growth strategies with a focus on cross‑sell, upsell, retention and relationship deepening.
• Develop practical customer growth and insight‑led frameworks, spearhead use cases that connect customer, product and behavioural insights to relevant engagement actions and portfolio growth opportunities.
• Partner with Local Business Units, and relevant stakeholders across Product, Distribution, Data and Technology, Operations teams to translate growth opportunities into executable engagement across digital and advisor journeys.
• Drive the design, launch and institutionalise continuous improvement of personalised customer engagement use cases and enable more coordinated activation at the most suitable channel(s).
• Lead selected cross‑market workstreams and strategic initiatives from ideation through pilot and scale‑up, ensuring clear deliverables, stakeholder alignment, execution discipline and timely escalation of risks.
• Build capability across Local Business Units through practical guidance, workshops and coaching on customer portfolio management, customer intelligence, lifecycle engagement and commercialisation.
• Monitor repurchase and portfolio growth performance across Local Business Units identify root causes, recommend course corrections, and facilitate the sharing and scaling of effective practices.
• Prepare high‑quality management updates, performance narratives, recommendations and decision materials for senior stakeholders and governance forums.

Job Requirements:

• University graduate in Business Administration, Marketing, Economics or a related discipline.
• At least 10 years of relevant experience in customer strategy, customer portfolio growth, lifecycle management, CRM, segment marketing, growth marketing or commercial analytics, ideally within insurance, banking or another financial services environment.
• Strong understanding of customer lifecycle management, segmentation, journey design, campaign management, next‑best‑action approaches and test‑and‑learn methodologies.
• Strong business acumen, customer‑centric mindset and sense of ownership, with the ability to move effectively from strategy and design to implementation and performance management.
• Strong analytical and problem‑solving skills, with the ability to interpret portfolio and campaign performance, identify root causes and convert findings into clear business actions.
• Practical knowledge of CRM, customer engagement and analytics platforms. Experience on Salesforce or MarTech platforms, customer data platforms, digital analytics or business intelligence tools would be an advantage.
• Strong project and stakeholder management skills, with the ability to lead cross‑functional and cross‑market workstreams without relying on direct authority.
• Excellent communication and influencing skills, including the ability to simplify complex topics and present clear recommendations to senior stakeholders.
• Comfortable working in an evolving environment, balancing strategic thinking, analytical depth and hands‑on delivery.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part‑time / fixed‑term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third‑party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.