Manager, Retention & Client Experience

You will be encouraged, empowered, and challenged to be your best self at Sun Life. You will work with dynamic colleagues who are experts in their fields and eager to share their knowledge with you.

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.

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.

Benefits

• 5-day work
• Attractive salary
• MPF
• Group life and group medical insurance
• Excellent career development opportunities

Requirements

• 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
• 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