Deputy Manager, Customer Lifecycle Management

Prudential Hong Kong Limited; Kuala Lumpur; On-site; MYR 80,000 - 110,000; Full time

Job summary

A leading insurance company in Kuala Lumpur is seeking a Deputy Manager for Customer Lifecycle Management. The role involves end-to-end campaign management, designing customer journeys, and stakeholder coordination. Candidates should have a Bachelor’s Degree and a minimum of 3 years of relevant experience, particularly with Salesforce Marketing Cloud. Excellent analytical and leadership skills are essential.

Qualifications

• Minimum 3 years of experience in customer lifecycle management or retention strategies.
• Proficiency in CRM systems and marketing automation tools.
• Strong analytical skills, including customer segmentation and campaign measurement.

Responsibilities

• Manage end-to-end campaign management for customer lifecycle.
• Design customer journey mapping and develop engagement frameworks.
• Coordinate UAT processes and project management activities.

Skills

Salesforce Marketing Cloud Builders experience

Strategic marketing skills

Analytical skills

Communication and leadership skills

Education

Bachelor’s Degree in Marketing, Business, or Data Analytics

Tools

Salesforce Marketing Cloud

MS Visio

Job description

Deputy Manager, Customer Lifecycle Management page is loaded

Deputy Manager, Customer Lifecycle Management

Apply locations Kuala Lumpur (Takaful) time type Full time posted on Posted Yesterday time left to apply End Date: August 25, 2025 (29 days left to apply) job requisition id 25070219

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.

Being able to coordinate, identify and escalate project deliverables. Performing project monitoring and reports via excel and powerpoint

Roles & Responsibilities

Customer Lifecycle Management

• End-to-end campaign management for leads management, acquisition, upselling, x-selling, nurturing and onboarding.

• Design customer journey mapping and develop engagement framework and loyalty framework.

• Partnership management and responsible to procure more partnerships for future campaigns.

• Adapt changes to the customer lifecycle management framework based on data to be captured once CEP goes live.

• Campaign ideation and formulation.

Customer Engagement Platform

• Gather business requirements from campaign owners from data attributes to journey design on MS Visio.

• Ad brief management on the creative requirement for the CEP.

• Stakeholder management from campaign owners, brand & comms, UDP, data and IT.

• Coordinate and manage UAT processes and overall business project management activities.

• Define project plan, deliverables, and timelines. Ensuring all deliverables are within the stipulated timeline.

• Monitor campaign progress and assess the effectiveness of campaign.

Job Requirements

• Bachelor’s Degree in Marketing, Business, Data Analytics, or a related field.

• Minimum 3 years of experience in customer lifecycle management, marketing, or retention strategies.

• Experience working with Salesforce Marketing Cloud Builders and Studios: Email Studio, Content Builder, Contact Builder, Advertising Studio, Mobile Studio, Personalization Builder for Emails and SMS, WhatsApp and other Channels, Marketing Cloud Personalisation, Datorama (Marketing Cloud Intelligence) is a must and preferred.

• Develop responsive email templates with extensive knowledge of AMPscript and Guide Template Language.

• Proven success in persistency improvement, retention strategies, and upsell/cross-sell campaigns.

• Strong analytical skills, including experience with customer segmentation, predictive modeling, and campaign measurement.

• Proficiency in CRM systems, marketing automation tools, and customer analytics platforms.

• Exceptional communication and leadership skills, with the ability to influence and inspire cross-functional teams.

• Extensive experience utilizing Journey Builder and extensive hands on working with Custom Activities.

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.

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We are Prudential. For Every Life, For Every Future.