Senior Manager, Customer Portfolio Growth

Role Overview

This role will be a core member of the Group Customer team, responsible for shaping and driving customer portfolio growth strategies across Prudential’s markets. The role will help unlock greater value from the existing customer base by strengthening customer understanding, identifying priority needs and growth moments, creating relevant reasons to engage, and enabling coordinated digital and advisor actions.

What You Will Do

Champion customer portfolio growth strategies with a focus on cross-sell, upsell, retention and relationship deepening. Develop practical customer growth and insight-led frameworks, spearhead use cases that connect customer, product and behavioural insights to relevant engagement actions and portfolio growth opportunities.

Why It Might Be a Fit

The role requires a strong understanding of customer lifecycle management, segmentation, journey design, campaign management, next-best-action approaches and test-and-learn methodologies. The ideal candidate will have a customer-centric mindset, strong business acumen, and the ability to move effectively from strategy and design to implementation and performance management.

Requirements

• University graduate in Business Administration, Marketing, Economics or a related discipline.
• At least 10 years of relevant experience in customer strategy, customer portfolio growth, lifecycle management, CRM, segment marketing, growth marketing or commercial analytics, ideally within insurance, banking or another financial services environment.
• Strong understanding of customer lifecycle management, segmentation, journey design, campaign management, next-best-action approaches and test-and-learn methodologies.
• Strong business acumen, customer-centric mindset and sense of ownership, with the ability to move effectively from strategy and design to implementation and performance management.
• Strong analytical and problem-solving skills, with the ability to interpret portfolio and campaign performance, identify root causes and convert findings into clear business actions.
• Practical knowledge of CRM, customer engagement and analytics platforms. Experience on Salesforce or MarTech platforms, customer data platforms, digital analytics or business intelligence tools would be an advantage.
• Strong project and stakeholder management skills, with the ability to lead cross-functional and cross-market workstreams without relying on direct authority.
• Excellent communication and influencing skills, including the ability to simplify complex topics and present clear recommendations to senior stakeholders.
• Comfortable working in an evolving environment, balancing strategic thinking, analytical depth and hands-on delivery.