Senior Customer Value Manager

About FWD GroupFWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.For more information, please visit About FWD Life Philippines FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.For more information, please visit  1 > Statistics > Life > 2022 > Based on Paid-Up Capital2 > Statistics > Life > 2022 > Based on New Business Annual Premium EquivalentThe Senior Manager for Customer Value Management (CVM) will lead strategies that maximize customer value and deliver effective sales conversion across both new and existing customers. This role will design and execute sales conversion strategies within marketing campaigns, develop nurturing programs to engage prospects, customer retention and implement upsell and cross-sell initiatives. The CVM Senior Manager will also oversee campaign reporting and analysis to ensure efficiency, effectiveness, and continuous improvement.1. CVM Strategy Leadership & Commercial Performance:• Provide strategic leadership in developing and continuously enhancing the overall customer value proposition to drive sustainable revenue growth across new and existing customer segments.• Set the strategic direction for CVM initiatives to deliver higher sales conversion, retention, and customer lifetime value.• Lead the alignment of CVM strategies with enterprise priorities, collaborating closely with senior leaders from Sales, Product, Marketing, Finance, and Data.• Serve as the primary owner of CVM commercial performance, ensuring initiatives deliver measurable financial impact and meet business targets.2. Portfolio & Campaign Optimization Strategy:• Oversee the design, planning, and optimization of the CVM campaign portfolio across all customer journeys.• Lead cross-functional teams in executing end-to-end campaign strategies, from opportunity sizing to implementation and performance review.• Govern campaign prioritization, resource allocation, and tactical decision-making across the portfolio.• Champion test-and-learn methodologies to improve conversion rates, uplift sales productivity, and scale best-performing initiatives.3. Customer Lifecycle Nurturing, Upsell & Cross-Sell Strategy:• Drive the development of advanced lifecycle strategies aimed at increasing customer engagement, loyalty, and wallet share.• Build and refine nurturing frameworks to accelerate sales funnel progression and improve customer activation.• Develop enterprise-wide upsell and cross-sell roadmaps, leveraging predictive analytics and customer segmentation.• Ensure personalization strategies are embedded across key customer touchpoints to enhance customer experience and increase lifetime value.4. Performance Reporting, Insights & Governance:• Provide senior-level oversight on campaign performance analytics and insights to guide data-driven decisions for commercial growth.• Lead the development of dashboards, insight frameworks, and KPI tracking aligned with enterprise metrics.• Present strategic insights and business recommendations to senior management and executive leadership.• Ensure strong risk management, data governance, and compliance within CVM execution.Privacy NoticeYour privacy is a priority for FWD.  The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice.FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform.  The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to Talocity Privacy Policy.When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process.  Shortlisted candidates will then be contacted by FWD for the face-to-face interview.