Senior Manager, Customer Engagement & MarTech

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Job Summary:

To support customer value growth through effective customer engagement, CRM, and MarTech capabilities by delivering personalised, data-driven, and scalable customer journeys and engagement initiatives.

The role is responsible for managing customer engagement platforms, campaign orchestration, and customer lifecycle programmes to improve engagement effectiveness, customer experience, and support repurchase and customer deepening initiatives.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Manage and optimise customer engagement and CRM platforms to support personalised and targeted customer engagement initiatives

• Support the execution of customer engagement strategies across key customer segments and lifecycle stages

• Design and manage customer journeys, trigger-based communications, and automated engagement programmes

• Work closely with Analytics and Campaign teams to support targeted engagement and repurchase initiatives

• Coordinate end-to-end campaign deployment across customer engagement platforms and digital channels

• Support integration between customer engagement platforms, digital channels, and agency engagement tools

• Partner with Technology and Operations teams on MarTech enhancements, system improvements, and issue resolution

• Ensure proper governance, operational discipline, and compliance in customer engagement activities

KEY KPIs/ SUCCESS MEASURES

• Repurchase NBP and APE growth

• Campaign deployment effectiveness and turnaround time

• Customer journey and automation performance

• Engagement conversion and response metrics

• Adoption and utilisation of CRM and MarTech capabilities

JOB REQUIREMENTS

• Experience managing customer engagement platforms, with strong hands-on expertise in Salesforce CRM and campaign orchestration tools

• Practical experience designing and managing customer journeys and lifecycle engagement programmes across digital channels

• Strong understanding of customer journeys, lifecycle engagement, and marketing automation, preferably within insurance or financial services

• Relevant Salesforce certifications preferred (e.g., Salesforce Administrator Certification, Marketing Cloud Administrator Certification, or Marketing Cloud Specialist Certification)

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.