Chief Customer Lifetime Value Optimization Officer

About the Company: We are a leading multinational insurer with a strong presence in multiple countries, committed to delivering exceptional customer value through innovative insurance products and services. Our mission is to optimize customer lifetime value across all touchpoints and geographies.

Role Overview: The Chief Customer Lifetime Value Optimization Officer (CLTVO) will be responsible for developing and executing strategies to maximize customer lifetime value (CLV). This role requires a seasoned professional with expertise in marketing, CRM, data architecture, data analytics, and campaign management. The ideal candidate will have experience in building and running a comprehensive "factory" of analytics and actions, utilizing advanced technologies and analytics. The CLTVO will work cross-functionally and across geographies to drive customer-centric initiatives and optimize the overall customer experience.

Key Responsibilities:

1. Strategy Development:
   • Develop and implement a comprehensive CLV optimization strategy aligned with the company's goals and objectives.
   • Identify key metrics and KPIs to measure the success of CLV initiatives.
2. Foundation Building:
   • Design and establish the foundational elements for CLV optimization, including data architecture, CRM systems, and data analytics frameworks.
   • Ensure seamless integration of marketing, sales, and customer service data to provide a holistic view of the customer journey.
3. Campaign Management:
   • Oversee the development and execution of targeted marketing campaigns to enhance customer engagement and retention.
   • Utilize advanced segmentation and personalization techniques to drive effective campaigns.
4. Data Analytics and Insights:
   • Leverage data analytics to uncover actionable insights and opportunities for improving CLV.
   • Implement predictive modeling and AI-driven techniques to forecast customer behavior and optimize marketing efforts.
5. Cross-Functional Collaboration:
   • Work closely with product, sales, technology, and customer service teams to ensure alignment and execution of CLV strategies.
   • Foster a customer-centric culture across the organization.
6. Global Alignment:
   • Lead the integration of CLV concepts across the organizational matrix, supporting and reinforcing customer-centric culture across the Consumer Lines team.
   • Coordinate CLV initiatives across multiple geographies, ensuring consistency and adaptation to local market dynamics.
   • Manage relationships with regional teams and external partners to drive global CLV optimization.
7. Entrepreneurial Leadership:
   • Drive innovation and continuous improvement in CLV strategies and processes.
   • Champion a test-and-learn approach to rapidly iterate and refine CLV initiatives.

• Education: Bachelor's degree in Marketing, Business Administration, Data Science, or a related field. MBA or advanced degree is a plus.
• Experience:
  • Minimum of 10 years of experience in marketing, CRM, data architecture, and data analytics.
  • Proven track record in building and running comprehensive analytics and action "factories."
  • Experience in financial services, tech companies, or other relevant industries.
• Technical Skills:
  • Proficiency in CRM systems, data architecture, and data analytics tools.
  • Strong understanding of predictive modeling, segmentation, and personalization techniques.
  • Experience with AI-driven marketing tools and technologies.
• Leadership and Collaboration:
  • Demonstrated ability to lead cross-functional teams and drive change in matrix organizations.
  • Strong interpersonal and communication skills, with the ability to influence stakeholders at all levels.
• Entrepreneurial Mindset:
  • Innovative thinker with a results-oriented approach.
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations glob