CUSTOMER INSIGHT MANAGER

AXA Group; Jakarta Pusat; On-site; IDR 600,000,000 - 900,000,000; Full time

Job summary

AXA Mandiri is seeking a Customer Insights Manager to lead initiatives that improve the end-to-end customer journey and lift satisfaction (NPS/IPS). The role covers pre-sales, sales and after-sales across multiple channels, aligning with AXA Mandiri's strategy and customer voice.

You will manage and coach a team, drive strategic CX programs, and ensure development and performance standards across the function.

Qualifications

• Bachelor's degree in Business Management, Marketing, Industrial Psychology or related field.
• Minimum 5 years' experience in marketing management, sales, CRM or customer experience.
• LOMA/AAMAI certification preferred.

Responsibilities

• Drive strategic CX initiatives for AXA Mandiri across channels and segments.
• Embed the company vision and mission into customer experience efforts.
• Coach and develop direct reports and ensure team support for goals.
• Oversee performance management, retention and succession planning.

Skills

Marketing management

Sales

Customer relationship

Customer experience

Education

Bachelor's degree in Business Management / Marketing / Industrial Psychology

LOMA / AAMAI Certification

Job description

Overview

Customer Insights Manager is responsible to manage initiatives to improve the end-to-end customer journey for the overall objective to increase the customer satisfaction (NPS/IPS score). The scope includes multiple touchpoints (pre-sales, sales and after sales) for multiple channels at AXA Mandiri by considering customer’s voice and market practice and in accordance with the company strategy.

Responsibilitites

• Drive the implementation of strategic initiatives aimed at enhancing the overall customer experience for AXA Mandiri across IBC and alternate channels, including various customer segments (HNWI & retail). This involve actively capturing and analyzing the voice of customer through multiple survey result, such as NPS & ICF to identify improvement areas and drive customer satisfaction.
• Embed the company’s vision and mission into customer experience initiatives.
• Responsible for managing, coaching and developing direct reports, as well as ensuring other team members are receiving the support they require to achieve team and company goals and individual performance standards.
• Manage team member and organization development, including performance management, retention and succession planning

Qualifications

• Min. Bachelor’s degree from Business Management, Marketing, Industrial Psychology or any relevant background
• Min. 5 years working experience in marketing management, Sales, Customer Relationship, Customer experience or any relevant field.
• Hold LOMA/ AAMAI Certification (if any)