Project Manager (3 year direct contract - Marketing)

Responsibilities: Customer Council Governance & Operations Establish and manage the Customer Council’s operating rhythm, including agenda setting, documentation, stakeholders’ updates, meeting minutes, action logs, and follow-up Engage senior stakeholders and foster collaboration across departments to embed a customer-centric culture and achieve tangible business outcomes

Prepare and present strategic updates, business cases, and performance reports to senior leadership and PAC

Translate customer insights, VOC data, and model outputs into strategic priorities and actionable initiatives for the council and cross-functional teams

Customer Retention Management, Cross-selling & Scrum Team Coordination Own end-to-end project management, governance, and delivery for initiatives under the Customer Value Strategy, including retention offers, churn prevention, upsell/cross-sell offers, and overall customer experience enhancements

Collaborate with teams across Product, IT, Data, Claims, Marketing, Operations, and Customer team to align roadmaps, priorities, and dependencies

Convert strategic objectives into clear workstreams, track progress, resolve bottlenecks, and ensure timely delivery

Develop project plans, timelines, resource allocations, risk logs, and governance processes to support consistent execution

Monitor, analyze, and report on key retention and customer lifetime value metrics, adjusting strategies proactively to maximize impact

Business Case Development & PAC Approval Develop and own end-to-end business cases for all customer value, retention and cross-sell, and experience strategic initiative, by working closely with scrum teams

Collaborate with Finance, Risk, Compliance, and functional teams to validate costs, benefits, ROI, resource requirements, risks, and implementation feasibility

Prepare all required documentation, presentations, and supporting materials for PAC (Project Approval Committee) review and approval

Present and defend business cases to PAC and senior leadership; address feedback and secure timely approval

Ensure post-approval delivery and monthly tracking, align with PAC-approved scope, budget, timeline, and expected outcomes

Stakeholder & Leadership Management Engage, align, and influence senior stakeholders and scrum team leads to drive delivery, resolve issues, and secure commitment

Prepare high-quality reports, dashboards, and presentations for Customer Team, Customer Council, senior managements and PAC

Drive transparency, accountability, and strong cross-functional collaboration across all teams and initiatives

Continuous Improvement Regularly review and enhance project management, governance, business case, and Customer Council processes for better efficiency, scalability, and impact

Monitor initiative performance and recommend adjustments to maximize customer value and business results

Qualifications: Bachelor’s degree in Business Administration, Project Management, Marketing, or related field

Minimum 8+ years of professional experience in project management, customer strategy, retention, cross-sell, or customer experience

Proven track record of leading cross-functional projects and coordinating with scrum/agile teams in a complex corporate or insurance/financial services environment

Direct experience developing and presenting business cases for PAC / executive approval is essential

Understanding of customer metrics: churn, retention, product density, renewal rate, CLV, NPS/CSAT, and predictive churn models

Excellent stakeholder management, communication, presentation, and problem-solving skills

Ability to work independently, drive ownership, and deliver results in a fast-paced, cross-functional environment

About AXA Hong Kong and Macau AXA Hong Kong and Macau is a member of the AXA Group, a leading global insurer with presence in 52 markets and serving 92 million customers worldwide

Our purpose is to act for human progress by protecting what matters

As one of the most diversified insurers in Hong Kong, we offer integrated solutions across Life, Health and General Insurance

We are the largest General Insurance provider and a major Health and Employee Benefits provider

Our aim is to not only be the insurer to provide comprehensive protection to our customers, but also a holistic partner to the individuals, businesses and community we serve

At the core of our service commitment is continuous product & service innovation and customer experience enrichment, which is achieved through actively listening to our customers’ needs and leveraging and investing in technology and digital transformation

We embrace our responsibility to be a driving force against climate change and a force for good to create shared value for our community

We are proud to be the first to address the importance of mental health through different products and services and thought leading iconic research

Our overall Sustainability Strategy, with emphasis on climate strategy and biodiversity commitment, is developed based on TCFD recommendations

We are committed to integrating environmental, social and governance factors across our business and strive to contribute to a sustainable future through 3 distinct roles - as an investor, an insurer and an exemplary company

AXA is an equal opportunity employer

We are committed to promoting Inclusion and Diversity (I&D) by creating a work environment where all employees are treated with dignity, respect, and where individual differences are valued

We welcome and treasure diverse profiles to join our big family, and to build an inclusive culture together which allows everyone to maximise their personal potential

Our people strategies are designed to enhance employee well-being and professional growth, ultimately empowering them to excel within the company

Click here to learn more about our Benefits (https://www.axa.com.hk/en/benefits), Culture (https://www.axa.com.hk/en/culture-and-values), & Career Development (https://www.axa.com.hk/en/career-development).