Customer Engagement Associate

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves over 40 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 Hong Kong Stock Exchange under the stock code 1828. For more information, please visit www.fwd.com

Job Purpose

To drive the growth and engagement of insurance users through the FWD application (Omne) by executing and delivering targeted marketing activities. This role involves developing and promoting communications for various campaigns and service features across multiple FWD media channels, both internally and externally. Accurate tracking and analysis of communications and campaigns to provide actionable insights for continuous improvement and to meet business objectives.

Key Responsibilities

- Work with other Omne Customer Engagement team members to execute and deliver marketing activities e.g. adoption campaigns, reward / partnership campaigns, and engagement activities to drive insurance user growth, digital adoption, customer retention, as well as lead conversion to FWD application (Omne).
- Develop communications to promote marketing campaigns, insurance service features and Omne customer engagement activities on FWD media channels both externally and internally e.g. FWD Social Media, internal Flash News, Omne In-app  and etc.  following FWD’s approval process.
- Prepare FAQs and campaign briefs for frontliner teams, such as Customer Center, Digital Marketing, agencies, and Banca sellers, prior to the campaign launch. This ensures they are informed about new features and campaigns and can effectively handle incoming calls and cases
- Collaborate with insurance service key stakeholders e.g. Operations, Customer Experience, and Customers Center to ensure the Omne download link is included in all customer correspondence and touchpoints.
- Make sure to accurately track all communications and campaigns to analyze their acquisition sources and engagement levels.
- Monitor Omne engagement monthly report and provide actionable insights for campaign improvement to meet business objectives.
- Establish and maintain productive working relationships with Omne partners and both internal and external stakeholders.
- Perform other related duties, special projects and assignments as required.