Job Purpose
'Responsible for designing, operating, and optimizing Customer Care/Engagement programs across the entire policy lifecycle, ensuring differentiated customer experiences, cost efficiency, effective risk control, and contribution to key business objectives (retention, satisfaction, loyalty).
Key Accountabilities (1)
Design, Implement & Manage Customer Care Programs:
Develop annual customer care strategies/roadmaps (e.g., Customer Care 2026+), leveraging emotional touchpoints (birthdays, holidays, post‐sale care, insurance events, etc.).
Design customer segmentation/tier mechanisms and update them periodically based on operational insights, business growth, jumbo cases, etc.; issue and govern related policies.
Develop program rules/terms & conditions, participation criteria, qualification logic, lucky draw procedures, prize awarding processes; coordinate registration with the Department of Industry and Trade when required.
Prepare proposal papers (rationale, objectives, cost structure, risks - controls) and submit for approval in accordance with the company's authorization matrix.
Key Accountabilities (2)
Cross‐functional Coordination & Multi‐channel Campaign Execution
Collaborate with Marketing to design communication messages tailored for each customer segment and each customer care initiative.
Co‐develop customer communication content across Zalo OA, Email, SMS, push notifications, banners, etc., ensuring accuracy and compliance with insurance regulations.
Build campaign plans (content plan, sending schedule, activation roadmap) and ensure on‐time execution.
Coordinate with agencies/vendors (UrBox, ZNS/Email platforms, creative agencies, lucky draw partners, etc.) to ensure SLA adherence and output quality.
Partner with related teams to evaluate communication effectiveness (reach/engagement), generate customer insights, and propose improvements.
Key Accountabilities (3)
Program Operations & Management
Coordinate customer data, segmentation, and target lists.
Establish SOPs for customer care journeys, periodic reconciliation processes, and mechanisms for gift/e‐voucher activation.
Manage vendors: SLA compliance, data security, documentation trails, and deliverable acceptance.
Execute customer outreach for insurance claim events and provide service‐recovery gifts in cases of service issues caused by the company or partners.
Key Relationships - Direct Manager
Senior Manager, Customer Services
Key Relationships - Direct Reports
Key Relationships - Internal Stakeholders
Related divisions in company
Key Relationships - External Stakeholders
Insurance Agents / Financial Consultants, External Service Providers
Success Profile - Qualification and Experiences
'- Education / Professional Qualifications
Bachelor's degree in Economics, Marketing, Business Administration, Finance/Insurance.
Preference for candidates holding international degrees or professional certifications in finance, insurance, or banking.
Experience
5-7 years of experience in CS/CX/CRM within the life insurance industry or the banking/financial services sector.
Strong understanding of life insurance products and customer journeys.
Experience working directly with Marketing, especially in coordinating content, channels, and campaign execution.
Experience working with TCB or the Bancassurance ecosystem is a significant advantage.
English requirement: fluency at speaking and writing
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