Senior Officer, Customer Communications & Engagement (Marketing)

AXA Group; Hong Kong; On-site; HKD 360,000 - 480,000; Full time

Job summary

AXA Hong Kong and Macau is seeking a proactive Communications Specialist to create, edit and deliver engaging customer communications. You will manage the proactive communications calendar to maximise customer engagement and experience.

You will support cross-selling and loyalty initiatives, coordinate customer engagement events, and review materials for clarity and personalization. Collaboration across teams and hands-on use of AI tools will be required to enhance the customer journey.

Qualifications

• 3-5 years of relevant working experience.
• University graduate in Language, Business, Marketing or related subjects.
• Excellent writing and speaking skills in both English and Chinese.
• Prior working experience in Customer Experience, Marketing, Communication, Experience Design, Service Design, Operational Excellence in financial services or consulting firms.
• Previous exposure to / knowledge of insurance industry will be an asset.

Responsibilities

• Create, design, edit and deliver proactive communications.
• Manage proactive communication calendar to maximise on customer engagement and experience.
• Support and coordinate proactive communication to drive cross-selling and customer loyalty.
• Support and coordinate customer engagement events and initiatives, including planning, execution, and post-event analysis to foster stronger customer relationships.
• Support and coordinate culture change initiatives to improve the overall customer experience and customer-first mindset.
• Review customer communications materials developed by other business units from language, format and structures perspective to ensure they are easy to understand, simple, clear and personalised.
• Coordinate with other teams for any ad hoc projects / tasks.

Job description

Responsibilities

• Create, design, edit and deliver proactive communications
• Manage proactive communication calendar to maximise on customer engagement and experience
• Support and coordinate proactive communication to drive cross-selling and customer loyalty
• Support and coordinate customer engagement events and initiatives, including planning, execution, and post-event analysis to foster stronger customer relationships
• Support and coordinate culture change initiatives to improve the overall customer experience and customer-first mindset
• Review customer communications materials developed by other business units from language, format and structures perspective to ensure they are easy to understand, simple, clear and personalised
• Coordinate with other teams for any ad hoc projects / tasks

Qualifications

• 3-5 years of relevant working experience
• University graduate in Language, Business, Marketing or related subjects
• Excellent writing and speaking skills in both English and Chinese
• Prior working experience in Customer Experience, Marketing, Communication, Experience Design, Service Design, Operational Excellence in financial services or consulting firms
• Previous exposure to / knowledge of insurance industry will be an asset
• Strong interpersonal and people management skills – ability to facilitate working together across teams
• Strong analytical mind with focus on attention to detail. Experience with data analytics tools a plus
• Proven ability to create clear, engaging, and professional presentation
• Hands on experience in using AI tools and applications

About AXA Hong Kong and Macau

AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide. Our purpose is to act for human progress by protecting what matters.

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance. We are the largest General Insurance provider and a major Health and Employee Benefits provider. Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve. At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation.

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community. We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research. Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations. We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company.

AXA is an equal opportunity employer. We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued. We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential.

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company.