Digital Customer Engagement Senior Specialist

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.

This role is responsible to design and execute engagement marketing activities to enhance customer engagement and adoption via PRUOnline digital platforms
V tr ny ny chu trch nhim thit k v trin khai cc chin dch tip th tng tc gip nng cao s tng tc v tri nghim ca khch hng trn cc nn tng s PRUOnline.

Report to Digital Customer Engagement, Senior Manager
Bo co cho Qun l cp cao Tng tc Khch hng s.

Job Purpose

This role is responsible for bridging business needs and technical execution, ensuring customer journeys and campaigns are seamlessly operated across our digital platforms. The position focuses on customer experience, marketing automation, and data-driven engagement.

Job Responsibilities

• Campaign & Customer Journey Management (30%)

• • Collaborate with business teams to design and implement end-to-end customer journeys (cross-sell, lead nurturing, onboarding, loyalty) with overall engagement and retention strategies and goals.

  • Build and manage automated campaigns through Salesforce Marketing Cloud.

. Develop compelling campaign messages in collaboration with the business teams.

• • Monitor and analyze campaign performance, providing insights and recommendations for optimization.

• Cross-Team Collaboration (35%)

• • Coordinate with B&C, data, and sales teams to ensure campaigns align with business objectives.

  • Participate in team meetings and contribute to brainstorming sessions for new campaign ideas and strategies

• System & Data Coordination (15%)

• • Support integration or testing activities related to audience segmentation, data mapping, and trigger setup.

  • Understand data structure to define key customer attributes and segments for personalization.

• Administrative Tasks (20%)

• • Maintain accurate records of campaign activities and customer interactions, including tracking cost.

  • Prepare reports and presentations on campaign performance and customer engagement metrics.

  • Assist in the development and maintenance of materials and documentation.

  • Oversee inventory operations for the team, including e-vouchers and physical merchandise for campaign engagement. Ensure accurate tracking, storage, and distribution of goods.

• • T

  • .

Job Accountability

• • This role is accountable for:

  • Designing and executing customer journeys and automated campaigns.

  • Ensuring smooth system and data integration for engagement activities.

  • Providing analysis and optimization recommendations for campaign performance.

  • Effective collaboration and documentation for governance and reusability.

  • Engagement automation campaigns deployed on Salesforce to increase engagement and retention.

    .

  • Effective administrative task implementation.

Job Requirements:

• • Bachelor's degree in Marketing, Business, Information Systems, or related fields.

  • 2-4 years Marketing Automation, or Digital Campaign Operations, preferably using Salesforce Marketing Cloud.

  • Understanding of customer journey, campaign flow, and data activation use cases.

  • Familiar with at least one engagement platform (Salesforce, Adobe,etc.) is a plus

  • Basic SQL knowledge is required.

  • Strong analytical skills and experience with data-driven marketing.

  • Excellent communication in both Vietnamese and English.

  • Critical thinking, problem solving and project management skills.

  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)

  • Ability to multitask and manage time effectively in a fast-paced environment with a detail-oriented approach.

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.