Full-Time Qualified Executive – Customer Management / Marketing
Job Description
JOB DESCRIPTION
Effective Date: <<01/2105>>
Company Name:
AIA Insurance Lanka PLC
Position Title:
Executive – Customer Management / Marketing
Department / Functional Area:
Marketing
Reports to:
Senior Manager – Customer & Market Insights
Job Grade/Level
Executive
Work Location:
AIA Head office
Geographical Responsibilities:
Sri Lanka
Position Objective:
Developing and implementing customer strategy framework of the company. Which includes Ease of Doing Business [EODB] local and group priorities, customer experience management via Customer Journey Mapping (CJM), managing customer satisfaction via NPS, customer feedback/complaints, and engagement platforms to reward and drive expected customer behavior.
Roles and Responsibilities:
Functional Responsibilities (responsibilities in relation to delivery/discharge of the primary duties as the holder of this position)
* Involve in creating great customer experience via customer engagement and complaints management.
* Support in Customer Journey Mapping (CJM) Exercise. Actions implementation, action plan progress monitoring and measure customer experience.
* Involve in market and customer research activities.
* Execute Customer communication via Conventional and digital media.
People Management Responsibilities (responsibilities in relation to the supervision and development of staff reporting to the job holder)
* Work with in customer Management team to active agreed objective while supporting other activities in Marketing function
* Take part in other cross functional team work
Financial and Non-Financial Measures:
(responsibilities in relation to measurable financial aspects of the job. eg: targets, budget, funds & any other cash flows in relation to the job)
NPS scores
Persistency
Project completions
EODB Milestones
Communication Requirements
Interna
External
Internal – All departments/ All levels
External – Research agencies, advertising agencies, media agencies, media stations, government bodies, Printers etc. – All levels
Minimum Job Requirements:
* Part Qualification in CIM , SLIM or any other equivalent qualification
* Minimum 2 years’ experience (any roles in Marketing, advertising, research, customer management, would be an added advantage)
* Excellent school career inclusive of extra-curricular activities
* Excellent written and oral communication skills in English and Sinhalese. Tamil communication skills will be an added advantage.
I have reviewed this job description and have determined that it accurately reflects this position.
Position Holder:
Immediate Supervisor/ Manager:
Name:
Title:
The above statements are intended to describe the general nature and level of work being performed by incumbent assigned to the job. They are not intended to be an all-encompassing list of all responsibilities, duties and skills required of incumbent so classified. Reasonable accommodations to essential functions of the job will be made if appropriate.
How to Apply
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