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The Head of Customer & Marketing Strategy defines and shapes the marketing direction, collaborates with senior leadership, identifies growth opportunities, and ensures alignment with enterprise objectives.

This role focuses on assessing major claims, approving claims beyond assessors' authority, providing enquiry support, supervising staff, and conducting investigations and training.

Support investment and treasury activities across Cambodia, Laos, and Myanmar by conducting financial due diligence, credit assessments, valuations, portfolio performance monitoring, cash flow forecasting, and preparing investment committee reports while ensuring compliance and assisting with counterparty monitoring and risk management.

Designs and governs end-to-end agency learning architecture including curriculum, flagship programs, trainer certification, and learning impact measurement. Partners with stakeholders to align learning outcomes to business KPIs, conducts curriculum reviews, ensures regulatory compliance, and builds trainer capability for scalable delivery.

Drive bancassurance sales targets by developing and executing joint plans, sales and marketing strategies, and building a dedicated support team. Manage internal and external stakeholders, conduct monthly reviews, maintain partner relationships, attend strategic meetings, support client events and presentations, and provide ad-hoc support to achieve partnership objectives.

Support social media and digital marketing efforts by creating and scheduling content, monitoring performance, and coordinating with agencies. Assist with SEO/SEM, website content updates, Google Analytics reporting, and developing pages for campaigns. Participate in cross-functional collaboration, training, and brainstorming while learning digital marketing and project management.

Lead CX agenda for PAMB by monitoring rNPS/tNPS and VOC across purchase, claims and policy servicing. Orchestrate cross-functional stakeholders to translate insights into prioritized actions, govern VOC programs, manage dashboards and budgets, provide complaints oversight and ensure Treating Customers Fairly compliance while driving customer-centric culture and measurable NPS improvements.

The role involves providing exceptional telephone service to customers, meeting KPIs, managing customer expectations, and collaborating with teams to resolve inquiries efficiently.

Support onboarding and early activation of PRUElite Apprentices; monitor apprentice performance and pipeline; coordinate coaching, training, recognition programs; prepare progress reports and identify potential qualifiers; collaborate with MDRT Development staff to ensure pipeline continuity.

Support product development and implementation for life insurance products, coordinate stakeholders (IT, actuarial, marketing, distribution), prepare product documentation and approvals, monitor competitive positioning, assist channel/customer communications for bonuses/dividends, and support ad-hoc projects.