Job Description

About FWD Group

FWD Group is a pan-Asian life insurance business with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance. Visit

PURPOSE

Creating the best moment for a customer to purchase the right Life and health insurance product.

End-to-end Customer engagement and nurturing strategy for all distribution channels, including but not limited to digital, agents, brokers, IFAs, bancassurance and partners.

Customer lifetime management strategies using digital and marketing automation solutions.

KEY ACCOUNTABILITIES

Identify key problem statements on customer management across each channel, in each market.

Apply lateral thinking and creativity to the formulation of customer engagement and nurturing, from leads to sales, to lifetime, with continuous loop.

Design lead nurturing and customer lifetime engagement journeys, by segment, and with personalization.

Implementation of leads nurturing and customer engagement omnichannel roadmap, by market, including business case development; stakeholder buy-in; scalability; commercialization.

Execute online to offline leads adoption, and continuous nurturing, by offline channels, with creative and practical strategies.

Progressive profiling of leads and customer via nurturing and engagement, harnessing nurturing effectiveness to enhance optimal insurance sales.

Working with leads generation team to improve the quality of leads generated, and to provide feedback on the source of leads channels in order to improve on lead acquisition metrics.

Collaboration with Group Distribution, Group Data, and local market teams, to implement the most optimal solution to solve the key problem statements, with a results-oriented focus.

Integrate insights on latest industry trends of leads nurturing and customer engagement, identify emerging technology such as generative AI, to further optimize leads and customer lifetime nurturing.

QUALIFICATIONS / EXPERIENCE

Minimum 10 years experience working in insurance companies, on customer lifetime management, leads generation and nurturing, with a deep understanding of distribution practices across the various online and offline channels.

Strong understanding of life and health insurance products, across all channels.

Strong experience in customer segmentation, personalization, customer purchase intent, and contextual experiences for life and health insurance.

Proven track record in working with offline distribution channels on digital leads adoption.

Strong project management skills and a strategic thinking mindset.

Work effectively in a fast-paced environment.

KNOWLEDGE & TECHNICAL SKILLS

Great inter-personal skills

Strong relationship building skills with people of diverse background, including non-technical people

Customer analytics and segmentation skills a plus

Marketing automation skillset a plus

FWD Group