Job Description
Position Summary (Comprehensive summary of what the job exists to accomplish)
The position is the role of a customer marketing and engagement manager who would play a key role driving engagement & loyalty amongst existing customers of ING Life Insurance.
Key Accountabilities (A collection of duties and/or responsibilities assigned)
Review and enhance existing communication
Life stage linked communication approach.
Product seasonality linked messaging.
Differentiate between hygiene and engagement instances.
Multi Channel approach
Usage of traditional media – direct mail
Heavy reliance on new media – SMS / Email / Mobile
Newsletters, guides and updates
Drive Cross Sell / Up sell
Need based cross / up sell.
Product performance based / Loyalty based / Cross holding based cross sell.
Create a Single Customer View.
Create and Monitor – Customer dashboard on various demographic and transactional attributes.
Predictive modeling for attrition / redemption.
Differentiated sales and service experience
Life stage – need based approach of delivering experience
Online goal linked financial planning
Calculators
Online self service – do it yourself.
Mobile app / tool for self service
Measurement:
Track and measure satisfaction and engagement among customers using a multi touch point measurement approach.
Desired Skills & Experience
Skills, Knowledge & Qualifications (Framework required by the position)
- 8-12 years of work experience in direct & loyalty marketing amongst existing customers.
- Relevant work experience of using data analytics is important.
- Proficiency in English complimented with experience in communication development is a must.
- Experience in financial services will be an added advantage.
Personal Attributes & Competencies
- High on energy with positive outlook.
- Team player with ability to network across the organization.
Performance Measures (The quantitative measures of the job’s overall responsibility)
- Customer Satisfaction and engagement score.
- No of programs successfully rolled out.
- “Go to market” TATs for all initiatives.
- Sales conversions linked with effectiveness of communication calendar.
Apply Now – Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
