Senior Manager, Customer Value Management, Insurance

Morgan McKinley; Hong Kong; On-site; HKD 1,000,000 - 1,400,000; Full time

Job summary

Morgan McKinley is seeking an experienced Insurance Customer Lifecycle and Revenue Growth professional to lead churn reduction, loyalty programs, and cross-selling. You will design data-driven strategies, segment customers, and align with Sales, Marketing, Underwriting, IT, and Customer Success to maximize policy value.

The role requires deep analytics, Cantonese/English fluency, Mandarin preferred, and a minimum of 12 years in large insurers. Bachelor's degree required.

Qualifications

• Bachelor's degree holder.
• At least 12 years of relevant experience in large insurance firms.
• Fluent Cantonese and English, with Mandarin preferred.

Responsibilities

• Reduce Churn: Create and execute proactive data-driven strategies to prevent policyholders from canceling their insurance policies.
• Identify At-Risk Clients: Use predictive analytics to spot clients likely to lapse or surrender policies and launch win-back campaigns.
• Build Loyalty Programs: Design rewards, engagement initiatives, and benefit plans to boost satisfaction and relationship stickiness.
• Grow Existing Portfolio Value: Direct marketing to encourage current policyholders to purchase additional or higher-value products.
• Targeted Campaign Execution: Orchestrate lifecycle marketing campaigns at optimal trigger points.
• Promotional Budget Management: Oversee budget for cross-selling and promotions.
• Behavioral Segmentation: Group clients by demographics, purchasing behavior, risk, and value.
• Track KPIs: Monitor CLV, ROI, response rates, and NPS.
• Journey Mapping: Evaluate touchpoints to streamline operations and reduce friction.
• Value-Based Pricing Collaboration: Work with pricing and underwriting on tiered/usage-based structures.
• Cross-Department Liaison: Bridge Sales, Marketing, Underwriting, IT, and Customer Success.

Skills

Cantonese & English

Mandarin (preferred)

Education

Bachelor's degree

Job description

Job Responsibilities

Customer Retention and Loyalty (Churn Management)

• Reduce Churn: Create and execute proactive data-driven strategies to prevent policyholders from canceling their insurance policies.
• Identify At-Risk Clients: Utilize predictive analytics to spot clients who are likely to lapse or surrender their policies and launch win-back or save campaigns.
• Build Loyalty Programs: Design rewards, engagement initiatives, and benefit plans to boost ongoing customer satisfaction and relationship stickiness.

Cross-Selling, Upselling, and Revenue Growth

• Grow Existing Portfolio Value: Direct marketing and communication frameworks to encourage current policyholders to purchase additional or higher-value insurance products (e.g., adding critical illness riders to standard medical insurance).
• Targeted Campaign Execution: Orchestrate precision lifecycle marketing campaigns, ensuring the right insurance offers are directed to the right customers at optimal trigger points.
• Promotional Budget Management: Oversee and optimize the budget assigned for cross-selling and promotional appeals.

Customer Data Analytics and Segmentation

• Behavioral Segmentation: Group the insurance client base by demographic data, purchasing behavior, risk profiles, and financial value.
• Track Key Performance Metrics: Continuously monitor and report on CVM metrics, specifically Customer Lifetime Value (CLV), Return on Investment (ROI) of campaigns, response rates, and Net Promoter Score (NPS).

Customer Journey and Proposition Optimization

• Journey Mapping: Evaluate digital and physical touchpoints to identify "Moments of Truth," streamlining complex operations like claims and onboarding to reduce customer friction.
• Value-Based Pricing Collaboration: Partner with pricing and underwriting teams to ensure that tiered or usage-based insurance structures match customer feedback and market value expectations.

Stakeholder Management

• Cross-Department Liaison: Act as a central bridge between Sales, Marketing, Underwriting, IT, and Customer Success to keep organizational goals aligned around customer value.

Job Requirements

• Bachelor's degree holder
• A minimum of 12 years of relevant experience gained from large insurance firms
• Fluent Cantonese and English, and preferably Mandarin