Core CRM Lead
Job Description
Purpose of the Role:
This role is accountable for the classification, protection, use, and quality of the core customer record, ensuring that disparate customer data sources are tapped to gain a single view of each consumer, and enabling holistic understanding of customers in combination with measurement of customer lifetime value. Key deliverables of this role are clean and centralised customer data, and performance driven, long term customer metrics.
Key Responsibilities:
- Define and build the data model for the Master Customer Record (i.e., what information is part of the master, levels/groups of data, the different definitions of customer)
- Maintain a clean and updated golden record for our customer data
- Advocate customer lifetime value concept, defining and implementing new performance-driven customer metrics including CLTV and other bridge / transitional metrics in collaboration with Data Analytics
- Governance on how the customer data functions, how it is used and shared across the organisation, particularly regarding customer consent
- As Business Owner of Core-CRM system, collaborate with owners of CRM service, marketing and sales systems, to facilitate customer data flows
- Advocate customer segmentation approach and develop segmentation schema including CLTV, behavioural and needs, working with Data Analytics
- Develop and maintain a Core CRM roadmap and delivery model, clearly articulating scope and prioritisation decisions to users and internal stakeholders
- Identify capability gaps and translate them into business opportunities, taking responsibility for operational readiness and mobilizing the right people to prepare the business to accept, use, and support new capabilities
- Resolve Customer Master quality issues such as rules issues, failures, conflicting inputs
- Initiate, design, and develop data management processes to ensure and improve Customer Master data quality
- Analyze data, and subsequently present reports and summaries to share information about Customer Master and CLTV - to propose solutions, and to regularly publish customer data integrity/quality to stakeholders
- Maintain accurate documentation of the Master Customer Record and Core-CRM system including decisions made, SOPs
- Ensure compliance with all applicable laws and regulations particularly relating to customer data and privacy
Job Requirement
Experience:
- The ideal candidate is an experienced information and data management professional, with experience in:
- Customer lifetime value thinking, including financial dimensions, and application of metrics
- Conceptualizing and delivering customer segmentation strategies and models
- Being responsible for customer data accuracy
- Promoting a data driven culture
- An agile methodology working environment
Skills:
- Confident and articulate, can demonstrate your ability to challenge, influence and make decisions
- Logical thinking, data analysis ability, skilled in analysing and solving problems
- Results focused and commercially aware, able to prioritise
- Highly competent in data visualization and data storytelling
- Ability to communicate technical concepts to non-technical audiences
- Familiarity with dashboard, visualisation tools such as Tableau
- Self-starter with a passion for driving change and openness to learning
- Excellent attention to detail, and ability to multi-task
- Proficient in MS Powerpoint and Excel
Education:
Academic: Bachelor’s/Master’s degree in Statistics, Analytics/Data Science, Mathematics, Business, or related field (preferred)
Singlife
About SinglifeSinglife is the region’s fastest scaling technology company that focuses on holistic financial well-being. Singlife is also the first independent life insurance company licensed by the Monetary Authority of Singapore since 1970. As a testament to the strength of Singlife's strong capital base and governance, it successfully acquired Zurich Life Singapore’s business portfolio and achieved more than SGD6.6 billion in life insurance coverage. Singlife is on a mission to change the way people look at growing their wealth and ensuring a financially-secured retirement. To attain this vision, Singlife builds itself as an efficient company seamlessly integrating cutting-edge technology capabilities via a swathe of consumer-centric products so as to enable our customers to live their best lives with complete protection.Our Mission- A connected financial experienceAt Singlife, our mission is to unlock the potential of money for you. We are building a connected financial experience by leveraging smart technologies to make insurance digital and mobile-first.What we OfferAccessibility- View policy information through your mobile device, tablet, or desktop.Affordability- Get better coverage at a much friendlier price.Convenience- Sign up online and get covered in minutes.Transparency- Customise coverage and policy features and receive real-time quotations.
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