Senior Manager, Customer Value Management, Insurance

Morgan Mckinley Limited; Hong Kong; On-site; HKD 900,000 - 1,200,000; Full time

Job summary

Morgan Mckinley Limited seeks a Senior Manager for Customer Value Management in Insurance to lead churn reduction, retention, and revenue growth initiatives. You will drive data-driven strategies, craft loyalty programs, and coordinate cross-functional efforts across Sales, Marketing, Underwriting, IT, and Customer Success.

The role demands deep experience in insurance, strong stakeholder management, and fluency in Cantonese and English (Mandarin preferred).

Qualifications

• Bachelor's degree holder.
• Minimum 12 years of relevant experience from large insurance firms.
• Fluent Cantonese and English, Mandarin preferred.

Responsibilities

• Reduce churn by creating proactive data-driven strategies to prevent policy cancellations.
• Identify at-risk clients using predictive analytics and launch win-back campaigns.
• Build loyalty programs to boost customer satisfaction and retention.
• Drive cross-selling and upselling to grow portfolio value and revenue.
• Oversee targeted lifecycle marketing campaigns and promo budgets.
• Conduct customer data analytics and segmentation to inform decisions.
• Map customer journeys to reduce friction in claims and onboarding.
• Collaborate with Sales, Marketing, Underwriting, IT, and Customer Success.

Skills

Churn management

Predictive analytics

Loyalty programs

Cross-selling

Campaign management

Stakeholder management

Data-driven decision making

Data segmentation

Pricing collaboration

Education

Bachelor's degree

Job description

Senior Manager, Customer Value Management, Insurance

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