Manager - Customer Relationship Manager - Insurance

Job Opportunity with a reputed Insurance company based in Mumbai.

Position: Manager - Customer Relationship Manager

Purpose -

Develop and execute direct marketing targeted campaigns (using analytics) to customers (one-to-one) - testing, optimizing, benchmarking, executing & tracking / reporting marketing campaigns (across multiple communication channels like email, SMS, OBD etc) and ensure better customer response

Role and Responsibilities -

- Create annual marketing calendar

- Create marketing briefs for initiating jobs with the marketing agencies

- Base segmentation & target group identification to improve customer and product reach

- Campaign management & execution, monitoring and analysing campaigns

- Lead tracking and sharing with the call centers, ensure monthly leads, appointments and conversion targets are achieved

- Adherence to operational and accounting processes

- Working with multiple teams & multiple tasks

- Campaign performance, effectiveness analysis

- In-charge of integrated multi-channel campaign management tool

- Define and develop the campaign objectives and performance targets

- Proper Customer segmentation & targeting to avoid spam

- Manage customer contact policy

- Overall campaign planning (email / sms / OBD etc), workflow development & execution to ensure cost optimised reach & maximum response

- Tracks the performance of the campaigns across customer segments and channel

- Liaises with the respective channels for feedback, closing of the loop and analysis

- Benchmarking & publishing campaign results & analyzing the same - Recommend Performance Improvement

- Campaign Optimization recommendations through rigorous analysis of mid campaign and post campaign analysis

- Creative /Offer testing initiatives

- Conduct Dipstck on campaign non responders.

- Become custodian of customer insights

Agency Relationship / Vendor / Internal Dept. Management

- Coordination with key business partners to deliver objectives

- Adherence to operational processes

- Adherence to accounting (billing & payment) processes

- Direct marketing Agency management & Performance

Audit & Compliance

- Knowledge of all processes for Brand, Accounting, Risk, Audit and IRDA compliance

- Follow all laid down processes and compliance norms (Internal & External)

- Spends and Provisions Tracking & Reporting