Prudential

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 focuses on the operation and management of the Customer Engagement Platform (CEP), utilizing Salesforce Marketing Cloud to enhance customer engagement. The Digital Customer Engagement Manager will oversee platform functionality, execute use cases, and collaborate with stakeholders to ensure effective use of the CEP, from initial setup to ongoing monitoring and optimization.

Customer Engagement Platform Operation & Management:

• Operate and maintain the CEP: Ensure the platform's accuracy, quality, and optimal performance (Data Cloud, Marketing Cloud, Intelligence)
• Implement and manage use cases: Align use cases with organizational goals and customer engagement strategies.
• Cross-functional collaboration: Support the deployment and management of use cases from various business stakeholders.
• Analyze campaign performance: Derive insights from data to inform ongoing engagement strategies.
• Training and support: Provide training and support to team members and stakeholders on using the CEP effectively.
• Troubleshoot and optimize: Use basic coding principles to troubleshoot and optimize platform functionality.
• Manage contracts, risks, and usages: Oversee 3rd party contracts, usages, expenses, and reporting.

Other Tasks:

Support digital engagement initiatives: Assist the team with other initiatives related to digital customer engagement.

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.