Manager, Retention & Client Experience

Job description

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives. Discover how you can make a difference in the lives of individuals, families and communities around the world. Job Description: Job description The Manager, Retention & Client Experience is responsible for executing and delivering client retention and client experience programs in Hong Kong, with a particular focus on loyalty initiatives. The role manages end-to-end program and campaign implementation, coordinates internal stakeholders and external partners, and supports the effective delivery of initiatives that enhance client engagement and experience. Preferred skills Solid knowledge of marketing, loyalty program operations, client engagement, and campaign execution Strong project coordination and organizational skills, with the ability to manage multiple activities, timelines, and operational dependencies Understanding of end-to-end campaign delivery processes, including communications, operational readiness, reward fulfillment, and post-launch support Experience in vendor management, procurement coordination, and working with external partners Familiarity with digital communication channels, such as email and SMS, and related campaign execution workflows Strong stakeholder management and communication skills, with the ability to collaborate effectively across different business functions Practical problem-solving skills and the ability to resolve operational issues in a timely manner Strong attention to detail and commitment to accurate, timely, and high-quality execution Good command of written and spoken English and Chinese Qualifications University degree in Business, Marketing, Communications, or a related discipline 6 to 8 years of relevant experience in marketing, loyalty programs, client engagement, campaign management, or program execution Responsibilities Client program execution: Execute and manage the day-to-day operations of client engagement programs, including program scheduling, communication deployment, reward campaign setup, fulfillment coordination, ongoing program activities, and operational support to ensure effective delivery and client engagement. Vendor and reward management: Manage external vendors and business partners supporting reward sourcing, fulfillment, and service delivery. Coordinate procurement activities, implementation timelines, service requirements, and issue resolution to support smooth program execution. Client experience and event delivery: Design and deliver client engagement activities, including member experiences and events, as part of broader retention programs. Coordinate the end-to-end client journey, from invitation and registration through participation and post-event follow-up. Cross-functional coordination: Collaborate with internal stakeholders across client services, information technology, compliance, marketing, agency, procurement, and project management to support program implementation and resolve operational dependencies. Program monitoring and continuous improvement: Monitor implementation progress, campaign performance, operational issues, and client feedback. Support reporting activities and identify practical opportunities to improve program delivery, operational effectiveness, and the client experience. 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. We offer 5-day work, attractive salary, MPF, group life and group medical insurance; and excellent career development opportunities to the right candidate. We are an equal opportunity employer and welcome applications from all qualified candidates. Application forms and resume will be kept for a period of 24 months after completion of the recruitment process. (All information will be held in strict confidence and only be used for recruitment purpose). Job Category: Marketing Posting End Date: 23/10/2026