Job Description

Customer Value Management (CVM) role is responsible for driving customer lifecycle strategies to maximize customer value, retention, and revenue. This role focuses on understanding customer behavior, executing targeted campaigns, and optimizing engagement throughout the customer journey.

Job Qualifications

Required:

- Bachelor’s degree in Business, Marketing, Data Analytics, or related field.
- 3-5 years of experience in CVM, CRM, Growth, or Customer Insight
- Strong analytical and data interpretation skills
- Experience with customer segmentation and campaign management
- Excellent communication and problem-solving abilities.

Job Accountabilities - Key Accountabilities

Data Analysis & Insights:

• Collect and analyze customer feedback, surveys, and behavioral data to identify pain points and improvement areas.

Customer Journey Mapping:

• Evaluate end-to-end customer experience and recommend enhancements to improve engagement and retention.

Reporting:

• Prepare regular reports and dashboards on customer satisfaction metrics (e.g., NPS, CSAT, CES).

Collaboration:

• Partner with Product, Marketing, and Operations teams to implement customer-centric initiatives.

Process Improvement:

• Identify gaps in service delivery and propose actionable solutions to optimize customer experience.

Voice of Customer (VoC):

• Act as an advocate for customers by ensuring their feedback informs business decisions.

Business Accountabilities

• Support local implementation of operational change processes and adhere to new ways of working where applicable.
• Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
• Monitor operational processes in order to identify opportunities for improvement (cost reduction, increased efficiency, improved customer service).
• Resolve customer/distributor issues/queries/service requests independently and recommend alternative sources/courses of action if unable to assist, to ensure that efficient, day to day customer service is delivered.
• Follow a range of processes to meet the needs and expectations of customers and other stakeholders, delivering against operational Key Performance Indicators.
• Acting as a technical specialist in own area, receive, investigate and respond to technical queries from customers, distributors and/or colleagues to ensure customers receive appropriate advice.
• Monitor and take responsibility for resources within defined procedures, and minimize the use of resources where possible to reduce cost.

Why Zurich

At Zurich, we like to think outside the box and challenge the status quo. We take an optimistic approach by focusing on the positives and constantly asking What can go right?

We are an equal opportunity employer who knows that each employee is unique - that’s what makes our team so great!
Join us as we constantly explore new ways to protect our customers and the planet

• Location(s): ID - Head Office - MT Haryono
• Remote working:
• Schedule: Full Time
• Recruiter name: Cindy Larissa
• Closing date: