Head of Customer Engagement

📋 Description

• Define and spearhead the Customer Engagement strategy, aligning it with a five-year roadmap aimed at enhancing customer value and profitability.

• Create and implement targeted marketing programs across both digital and traditional channels to boost retention, loyalty, and engagement.

• Develop and refine customer nurture journeys, guiding contacts from initial engagement to qualified sales opportunities.

• Collaborate with Data & Analytics and Actuarial teams to identify and access the data required for understanding and segmenting the customer base.

• Partner with operations and clinical teams to uncover opportunities for cost reduction while preserving a robust customer experience.

• Oversee the customer communication strategy, which encompasses product communications, provider and client messaging, and crisis communications.

• Establish and track customer KPIs, employing test-and-control frameworks to assess impact and demonstrate business value.

• Manage and enhance marketing investments across various channels (e.g., email, SMS), ensuring a strong return on investment and ongoing improvement.

• Lead, develop, and mentor a team of seven, setting clear objectives and facilitating consistent delivery across regions.

⛳️ Requirements

• Proven experience in Customer Engagement marketing, focusing on CRM, loyalty, and multi-channel campaigns that yield measurable commercial results.

• Proficiency in working with customer data, segmentation, and analytics to inform marketing strategies and enhance performance.

• Background in the financial services sector or a business with a transactional consumer database.

• Experience in international or matrix environments, collaborating across diverse teams and regions.

• Ability to define strategic goals and translate them into actionable, practical plans with quantifiable outcomes.

• Degree or equivalent educational background.

🏝️ Benefits

• Private Medical Insurance.

• Educational Development Program.

• Multicultural, hybrid working environment that offers opportunities for international collaboration.