Customer Engagement Manager (PLUK)

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.

The Customer Engagement Manager is responsible for developing and executing strategic engagement programs that nurture and engage existing customers and acquired leads through online and offline efforts. This role focuses on journey design, behavioral tracking, and multi-channel engagement to drive lead qualification readiness and customer conversion. The ideal candidate is strategic, data-driven, and skilled at translating customer insights into impactful engagement strategies.

Primary Ownership

• Lead the nurturing strategy for existing customers and new leads

• Own engagement journey design and execution, partnering with CEP team for platform delivery

• Ensure lead qualification readiness through targeted engagement flows and scoring models

• Analyze customer data and interactions to gain insights and identify opportunities

Key Activities

• Create and launch nurture journeys for existing customers and new leads

• Develop programmatic initiatives to sustain lead engagement over time

• Track and score behavior based on clicks, opens, and responses

• Drive engagement through multi-channel touchpoints (e.g., email, SMS, Viber) and content

• Monitor, report, and analyze campaign performance and engagement metrics

 

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.