Associate Manager, Client Experience

Why Join Sun Life Vietnam

At Sun Life, we cultivate a High-Performance, Caring Culture that empowers our people to achieve outstanding results, embrace continuous growth, and create meaningful impact. We succeed together by fostering an inclusive environment where wellbeing, collaboration, and accountability are equally valued.

About the Role

The Associate Manager, Client Experience helps Sun Life Vietnam understand, improve and elevate the end-to-end client experience. The role manages client feedback and survey programs, analyzes client insights, supports journey improvement initiatives, and executes engagement activities that strengthen client satisfaction, loyalty and retention. Working across Operations, Distribution, Digital, Compliance, Product and other stakeholders, the role translates client insights into practical actions, monitors experience indicators and supports timely delivery of client experience programs, communications and governance activities.

Responsibilities

Manage client feedback and survey programs

• Manage end-to-end client feedback programs, including client satisfaction, campaign, event and Voice of Customer surveys.
• Coordinate with internal stakeholders and external research partners questionnaire development, user acceptance testing, data-quality checks and accurate reporting.
• Monitor response rates and satisfaction indicators, analyze findings and root causes, and prepare dashboards and executive summaries.
• Track resulting action plans and follow up with business functions on implementation progress.

Support client journey and experience improvement

• Support development and maintenance of end-to-end journey maps across prospecting, onboarding, policy issuance, premium payment, claims, policy servicing, renewal and retention.
• Partner with Operations, Distribution, Digital, Compliance and Product teams to identify pain points and improve client journeys.
• Support initiatives that improve client satisfaction and operational efficiency, monitor relevant indicators and recommend actions.
• Conduct benchmarking and best-practice research to inform experience improvements.

Plan and execute client engagement and retention activities

• Plan and deliver client engagement activities, including client newsletters, application engagement initiatives, appreciation activities and other approved programs.
• Coordinate internal teams and vendors to deliver activities on time and to agreed quality standards.
• Track engagement performance, complete post-campaign analysis and recommend improvements.
• Support personalized and segmented client communications that strengthen relevance, loyalty and retention.

Coordinate project administration, budgeting and governance

• Manage vendor coordination, purchase requisitions and orders, budget tracking and contract documentation for client experience programs.
• Coordinate timelines, dependencies and project documentation, escalating delivery risks when required.
• Prepare presentations, reports and management updates that support informed decisions.
• Support annual planning, budgeting and governance activities and ensure fair client outcomes, data quality and compliance with company requirements.

Qualifications

• Indicate the minimum education level and years of relevant experience required to perform the work. Include specific professional designations, licenses, registrations, if applicable.
• Bachelor's degree in Marketing, Business Administration, Customer Experience, Communications or a related field.
• At least five years of relevant experience in client experience, client insights, research or client service.
• Experience in insurance, banking, financial services, healthcare or another service industry is preferred.
• Hands-on experience managing client surveys, Voice of Customer programs or research projects is highly desirable.
• Experience coordinating cross-functional projects, client engagement activities, vendors, budgets and management reporting is preferred.

Required Skills

• List specific types of technical or professional skills and knowledge required for the job.
• Knowledge of client experience principles, Voice of Customer programs, satisfaction measurement, journey mapping and client engagement practices.
• Strong survey and research capability, including questionnaire design, user acceptance testing, data-quality validation, reporting and insight generation.
• Analytical skills to interpret quantitative and qualitative feedback, identify root causes and translate findings into practical recommendations.
• Experience developing dashboards, executive summaries, presentations and clear management updates.
• Project coordination skills covering timelines, action tracking, vendors, budgets, purchase processes and documentation.
• Strong stakeholder management, written and verbal communication, attention to detail and client-centric judgment.
• Ability to use digital and artificial intelligence tools responsibly to improve productivity, analysis and quality of outcomes.