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25 Mar 2015

Full-Time Qualified Executive – Customer Management / Marketing

AIA Insurance Lanka PLC – Posted by Anushka - Advertising manager Anywhere

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

To apply for this position, please use the following URL: https://ars2.equest.com/?response_id=e578bbff0bf6eb2f75237fbea5959863

Job Categories: Marketing & Communications. Job Types: Full-Time.

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