Manager - Customer Engagement & Communication - Life Insurance

Position Summary :

The incumbent would play a key role in creating, reviewing & designing life stage based communication for existing customers of the Company.

Key Accountabilities :

Conceptualize and plan Customer Communication :

- Understand & gather business requirements from stakeholders.

- Draft and propose communication plan as per policy life cycle.

- Plan customer campaigns to get them on e-mode of communication.

- Creation of interesting and high impact communication for physical, digital and virtual mode

- Support in driving communication calendar for existing customers

- Use of all channels - Email/SMS/Letter/Calls to drive engagement

- Contribute to make Customer Communication more effective through initiatives

Communication execution :

- Review and modify existing customer service forms & communication

- Challenge and suggest communication content & layout to increase effectiveness

- Co-ordination with respective teams for data gathering, execution and dashboards, etc.

- To make ensure timely plan & release of communication to right segment of customers

- Execute communication as per agreed calendar

- Ensure timely & accurate release of all communication/campaigns

- Manage customer campaigns as planned and approved

- Close adhoc requirements as per given priority

Measure & Review :

- Track & measure communication efficacy

- Evaluate and highlight business benefit/impact

- Make & release communication dashboards

- Analyze responses and behaviors to make future communication effective

Skills, Knowledge & Qualifications :

- Proficiency and experience in drafting & designing content for customers

- Proficiency in English, social media literacy

- Experience in financial services will be an added advantage

- Exposure to Customer Service & Communication

Salary Range: 6-8 LPA