Job Description

About FWD GroupFWD Group is a pan-Asian life and health insurance business with more than 12 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. The company was established in 2013 and is focused on changing the way people feel about insurance. FWD\xe2\x80\x99s customer-led and digitally enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience.For more information, please visitIn Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.PURPOSETo ensure all digital sales and marketing initiatives/campaigns are being executed according to the highest standards, both in terms of consistent execution across all channels, and ensuring best practices are being met in areas of paid media creatives, channels strategy, UI/UX, A/B testing, and analytics.This role will also be key to ensuring all critical roll-outs are tested to ensure quality implementation and manage risks for sales operations through robust processes.KEY ACCOUNTAIBILITIES

• Business Operations Strategy

• Ensure sales operations support key business priorities (NB, RN, channels, campaigns, etc.)
• Prioritize optimization of operations
• Adhere to sales and marketing best practices to optimize efficiency and performance while minimizing risks

• UAT - Projects, CR, Defects, New Partnerships

• Main PIC for reviewing and discussing all projects, CRs, defects, and partnership implementations
• Seek managerial consultation and approval for bigger projects

• Raise CR, Follow Up

• Raise all Change Requests from the sales team

• Website CMS

• Oversee changes to product pages on the website

• App CMS

• Oversee content changes to the Mobile App

• CRM Escalations & Contact Centre Queries - Voucher/Campaigns/Friend Referrals

• Main PIC for responding to escalations and giving approvals to support the CE team with escalation cases

• Friend Referral

• Facilitate changes to run friend referral campaigns and manage how FR works

• Promo Codes - Approvals

• Approve campaign promo codes, promo pages, and any back-office setup required

• Campaigns Mastheads - Brief In, Seek Approvals, Confirm Schedule

• Oversee all campaign deliverables across various touchpoints

• Campaign Updates to Contact Centre

• Update changes to products or upcoming DTC campaigns or partnership campaigns to the contact centre

• Intermediary/Partnership - Process, Commissions, Campaigns Fulfilment

• Operationalize OTO onboarding and run special campaigns if any

• Product Page Changes - Gather Requirements, Seek Approval, Make Changes

• Make changes to product pages when required

• Bimonthly Sync Up with Contact Centre Team - Understanding Gaps, Campaign Feedback

• Used to run bimonthly sync-ups but cancelled due to lack of updates

• Conversion Rate Optimization (A/B Tests)

• Collaborate with Analytics/CRO team for testing new optimizations through Google Optimize

• Campaign \xe2\x80\x93 Circulation, Coordination

• Manage weekly campaigns or any special campaigns, informing relevant teams on campaigns

• Diploma/Bachelor\xe2\x80\x99s Degree
• Minimum 3-5 years of experience in support function in digital marketing;
• Knowledge of partnership preferred.

• Good communication and interpersonal skills
• Proficient in both written and spoken English
• Good understanding of digital marketing operations
• Meticulous and detailed oriented
• Strong skillset in excel, word and powerpoint
• Strong stakeholder management skills
• Customer centricity, collaboration and teamwork

FWD Group