Specialist, Mass Segment CRM (2 Years Contract) - #1092482

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

This is a very exciting opportunity to work for Prudential Singapore and be part of a team to make a significant impact by driving Customer Relationship Management (CRM) enhancements that supports meaningful customer engagement, grow share of wallet and loyalty for the Mass Segment. This role works closely with Segment leadership to plan and implement enhancements on the CRM platform that enables best in class campaigns.

We are on a journey to create meaningful customer and personalized lifecycle programs and partnerships which will help us drive acquisition, cross-sell, retention and deepen our engagement with our existing customers.

CRM Platform Management

• Maintain and update CRM database and support management of data exploration enhancements to ensure accuracy and compliance with data protection regulations

• Provide support for CRM platform future enhancements and coordinate with Tech on implementation

• Coordinate and support new campaign reporting requirements and enhancements with key business users and work with Tech to ensure timely implementation

• Monitor CRM tool performance, troubleshoot issues, and collaborate with technical teams for solutions

• Assist with User Acceptance Testing (UAT) for new CRM projects, ensuring system functionality aligns with business needs

Reporting Cadence

• Monitor, manage and report CRM usage

• Prepare monthly CRM campaign KPI report

• Coordinate with key users to consolidate CRM use cases for Group level reporting and local business unit sharing

Project Management

• Develop and manage project (i.e., detailed plan, milestones, and work breakdown structures) and assigns tasks to resources to ensure that the project will be completed on time and according to specifications.

• Ensure proper messaging, timing, and execution of campaigns. Identify key stakeholders and work with them to negotiate process changes, ownership of processes, and manage project impact.

• Ensure key stakeholders are informed and updated on project status and issues if any.

• Follow up with key stakeholders to ensure timely follow up of key deliverables.

Work Experience

• 3 years of working experience in Marketing, preferably focusing on CRM

• Proven campaign and project management capabilities; able to work under deadlines and produce key deliverables

• Experience with marketing automation software (Salesforce Marketing Cloud preferred), A/B testing, experiment design, campaign analysis and attribution reporting

• Strong Analytical and quantitative skills and able to construct lifecycle reports and dashboards in Salesforce and other reporting tools

• Ability to manage multiple projects with intertwining deadlines while staying focused on the details

• Confident in working collaboratively with various internal and external stakeholder and managing them

• Added advantage if candidate has past exposure or experience in financial, insurance or telecommunications industry.

Personality Traits

• Exudes positivity

• Self-driven with a can-do attitude and takes initiative

• Strong interactive skills and is good at taking cross functional teams along to achieve a common goal

• A team player with a strong sense of competing priorities and the interests of various stakeholders with an ability to negotiate, persuade and adapt.

• Ability to deal with ambiguity

• Demonstrates an appreciation of a diverse workforce and working style or perspective

• Strong leadership skills

Competencies / Knowledge

• Excellent communication skills, both written and verbal, able to communicate effectively with senior internal stakeholders

• Competent with the use of CRM platform

• Competent with the use of Microsoft, Power Point, Word and Excel, including the use of Pivot tables, reporting, charts.

• Skilled in data handling and reporting and data insights interpretation.

• Ability to work in cross functional teams across the organisation.

• Ability to work under time pressure and priorities tasks.

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of gender, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.