We are seeking a dynamic and experienced individual to join our company as the Head of Customer Relationship Unit for our Retail Business. As the leader of this unit, you will be responsible for managing a team of 30 customer relationship agents and driving various customer-centric initiatives to further enhance our overall customer experience.

Your primary focus will be on customer welcome calls, cross-sell and upsell campaigns, collection and retention efforts, anti-attrition campaigns, as well as providing support to agency and Bancassurance distribution channels to successfully implement the annual customer visit program.

Responsibilities

• Lead and manage a team of 30 customer relationship agents, providing guidance, coaching, and support to ensure high performance, and achievement of agreed targets.
• Develop and implement strategies in collaboration with the distribution channels and Customer Service & Operation function to further enhance the overall customer experience and ensure excellent customer service delivery.
• Oversee customer welcome calls to establish a positive first impression and foster long-term relationships.
• Cooperate with Marketing, Product, & Distribution Channels to design and execute cross-sell and upsell campaigns to maximize revenue generation opportunities.
• Drive collection efforts to ensure timely premium payments and minimize due premium.
• Develop and execute retention strategies to reduce customer churn and increase loyalty.
• Implement anti-attrition campaigns to identify and address potential causes of customer attrition.
• Collaborate with agency and Bancassurance distribution channels to support the successful implementation of the annual customer visit program.
• Analyze customer data and market trends to identify opportunities for improvement and innovation.
• Monitor key performance indicators (KPIs) and provide regular reports on team and campaign performance to senior management.
• Foster a culture of continuous improvement and encourage team members to contribute ideas and suggestions.

Qualifications

• 5+ years of relevant experience within a relevant Client Facing function.
• Proven experience in managing customer relationship teams, preferably in the financial services or insurance industry.
• Bachelor\'s degree in business administration, marketing, or a related field. A Master\'s degree would be an advantage.
• Strong knowledge of customer relationship management (CRM) principles and best practices.
• Demonstrated success in driving customer-centric initiatives, such as welcome calls, cross-selling, upselling, collections, and retention campaigns.
• Excellent leadership skills with the ability to inspire and motivate a team towards achieving targets.
• Strong analytical and problem-solving abilities to identify customer insights and develop effective strategies.
• Exceptional communication and interpersonal skills to effectively collaborate with internal stakeholders and external partners.
• Results-oriented mindset with a track record of meeting or exceeding performance targets.
• Familiarity with agency and Bancassurance distribution channels is desirable.
• Proficiency in using CRM software and other relevant tools for customer relationship management.

Join our team as the Head of Customer Relationship Unit, Retail Business and contribute to our company\'s success by building strong customer relationships and driving revenue growth through targeted campaigns and initiatives.

MetLife