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Daiichi Life Cambodia

Manager, Customer Engagement & Loyalty

Generalបានបង្ហោះ 4 mo ago

Location

Cambodia

Job Type

FULLTIME

Experience

3+ Years

Work Mode

On-site

Industry

Banking/ Insurance/ Microfinance

Languages

English, Khmer

អំពីតួនាទី និងភារកិច្ច

  • The Manager, Customer Engagement & Loyalty is responsible for designing, executing, evaluating, and reviewing strategies that enhance customer engagement across the entire lifecycle, strengthen customer relationships, and drive loyalty and retention.
  • This role oversees customer loyalty programs, engagement initiatives, VIP customer experience, and cross-channel communication to ensure customers receive consistent, high-quality experiences aligned with the organization’s service standards.

Customer Loyalty Program Management

  • Lead end-to-end management of the customer loyalty program, including design, enrolment, benefit tracking, engagement activities, and partner coordination.
  • Analyze customer behavior, segmentation, and loyalty metrics to drive program improvements.
  • Work with existing and potential new loyal partners to negotiate and expand customer benefits, exclusive offers, and reward options.
  • Monitor program performance KPIs (awareness rate, redemption rate, engagement score) and prepare monthly dashboards.
  • Collaborate with Marketing/Agency/Sales to promote awareness and adoption.

VIP Customer Experience Management

  • Maintain and enhance a structured VIP tier framework.
  • Deliver personalized care: proactive check-ins, claims/support follow-up, and tailored communication.
  • Coordinate with Distribution, Claims, Policy Service, and Customer Care to ensure the designed experience meets its objective. provide fast-track service for VIP cases.
  • Prepare VIP touchpoint plans, events, and appreciation programs.

Customer Insights & Continuous Improvement

  • Identify pain points and opportunities to enhance the loyalty and VIP experience journey.
  • Conduct surveys and feedback analysis to improve processes.
  • Lead initiatives to improve customer retention and strengthen brand advocacy.

Governance & Reporting

  • Maintain clear SOPs and guidelines for loyalty program operations and VIPs program.
  • Prepare monthly reports for senior management and EXCO updates.
  • Ensure compliance with company policies and regulatory requirements.
  • Provide insights for service quality enhancement.

លក្ខខណ្ឌតម្រូវការងារ

  • Bachelor’s degree in Business, Marketing, Customer Experience, or related field.
  • Minimum 3–5 years experience in customer experience, loyalty programs, marketing, or CRM.
  • Experience in insurance, banking or any loyalty-driven industry is a plus.
  • Strong data analysis skills (Excel, dashboard tools).
  • Good communication skills in English and Khmer.
  • Strong customer-centric mindset and high attention to details.
  • Knowledge of CRM systems and customer segmentation is an advantage.

ជំនាញចាំបាច់

BusinessMarketingCustomer ExperienceCRMLoyalty ProgramsData AnalysisExcelDashboard ToolsCommunicationCustomer-centric mindsetAttention to detailsEnglishKhmerCRM SystemsCustomer Segmentation

ព័ត៌មានលម្អិតអំពីប្រាក់បំណាច់

Bonus:performance bonus

អត្ថប្រយោជន៍ទទួលបាន

  • Rewards for over performance
  • Learn new Skills on the jobs

អំពី Daiichi Life Cambodia

ទំព័រក្រុមហ៊ុន ចូលមើលគេហទំព័រ

Daiichi Life Insurance (Cambodia) PLC. (“Daiichi Life Cambodia”) is a rapidly growing life insurer in Cambodia in just over 6 years and has been recognized as “International Life Insurer of the Year – Cambodia” for 2 consecutive years, 2023 and 2024. Recently, we have also been named the “Best Companies to Work for in Asia” and “Most Caring Company” for 2024 by HR Asia. We are a subsidiary of Daiichi Life Holdings, Inc. (“DLHD”), a leading Japanese life insurer with over 123 years of experience, and a listed company on the Tokyo Stock Exchange. Founded in 1902, DLHD has always been committed to partnering with all stakeholders to create a brighter future for all. We bring the same commitment to Cambodia by offering tailored life insurance solutions designed to meet your needs. As your lifetime partner, we are here to support your financial well-being for life. *Daiichi Life Group has strong fundamentals, solid capital base with total assets of USD464.3 Billion and the Premium and other income of USD45.3 Billion. (As of 31st March 2025) At Daiichi Life Cambodia, our purpose – “Partnering with you to build a brighter and more secure future” Core values We care, We do what’s right, We innovate – guide every business decision we make. Mission Empowering Cambodians to achieve financial security through innovative and accessible products, consistently supported by outstanding service. Vision Building on our strong Japanese heritage, we aim to be the foremost trusted partner in providing financial protection for the prosperity and well-being of every Cambodian. Brand Message “By Your Side, for Life” Diversity, Equity & Inclusion Statement At Daiichi Life Group, a diverse, equitable and inclusive environment opens a world of opportunities for our people. We hold a collective, aspirational commitment to creating an environment where our people feel safe, respected, valued and heard at work, cultivating a strong sense of belonging. We believe inclusive teams with diverse backgrounds, experiences and ways of thinking are essential in enabling our people to innovate, grow and develop. Advancing Diversity, Equity and Inclusion helps us realize our Group’s Brand Message: “By your side, for life” — for our customers, partners and communities.

Employees

501 to 1000

Industry

Banking/ Insurance/ Microfinance

City

Phnom Penh

More at Daiichi Life Cambodia

Other open roles at this company

5 open

Head, Corporate Sales & Affiliate

Tuol Kouk | Phnom PenhFull-time

Business Development Manager

CambodiaFull-time

Business Development Manager

CambodiaFull-time

Business Development Manager

CambodiaFull-time

Insurance Sales Staff

CambodiaFull-time

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