Customer Retention and Resell Consultant null

Job Responsibilities:

• The Customer Retention and Resell Consultant is mainly responsible for managing the development and implementation of B2C (Business-to-Customer) programs or campaigns across all sales channels that are geared towards retaining, deepening relationship and increasing customer lifetime value of existing customer portfolio.
• He/she is expected to ensure proper coordination of program mechanics and communication plans with Segments, Sales, Customer Touch Point Channel Managers (Website, Call Center, BPI Website and Social Media), PAL Process Owners, Legal and Compliance, BPI Stakeholders, and other alternative distribution channels or Insurance or Bank Regulator when necessary.
• The Customer Retention and Resell Consultant will oversee the preparation and submission of business case or campaign documentations as well as approval by Management and Stakeholders prior to implementation. He/she is expected to effectively communicate campaign status and review closing reports with insights on campaign effectiveness or improvement areas.
• All campaigns must be aligned with BPLAC’s end-to-end Desired Customer Experience and Brand Values, as well as customer experience / centricity principles of the Bank Partner.
• Manage the development, implementation and improvement of customer programs that will increase loyalty of existing customers, in view of target renewal premiums and persistency measures; as well as share of wallet and lifetime value through relevant resell, upsell and cross-sell offers.
• Work with BPLAC Segment Heads, CRM, Product Marketing and Sales in developing the desired customer experience (DCE), journey map on programs or opportunities that may increase customer loyalty.
• Ensure that campaign plans, mechanics and metrics are aligned with corporate objectives.
• Manage the generation and release of campaign reports (updates and post-campaign report) that will be shared to Sales, BPLAC Management and Stakeholders.
• Collaborate with Process and Systems Support in documenting campaign processes and Service Delivery Management in establishing campaign agreements with PAL Process Owners or Call Center Team Leads.
• Reach-out to AIA BUs on customer programs and campaigns best practice, as necessary.
• Work with Citi-AIA and other alternative distribution stakeholders (DMTM, CorpSol, Non-Traditional Partnership) in replicating in-branch / individual customer programs and campaigns as aligned with the partners’ Desired Customer Experience.