Deputy Manager - Customer Engagement & Persistency - Insurance

Deputy Manager- Customer Engagement & Persistency

Customer engagement & persistency :

- Creating better customer loyalty through customer engagement and utilise it to ensure better persistency (renewal, revival & surrender aversion)

Customer Engagement :

- Define and develop the business and marketing objectives and annual strategy for building customer loyalty through customer engagement.

- Customer segmentation basis demographics & policy parameters

- Design & execute annual marketing calendar for customer engagement programs for pre-defined customer segments.

- Develop new customer engagement tools & push adoption of existing tools

- Identify befitting partners for tie-ups & develop offers, agreements & fulfillment processes

- Overall campaign planning (email / sms) & execution to ensure maximum reach & usage of engagement tool

- Monitoring and reporting overall customer engagement levels & its impact on the key business KPIs (renewal, revival, cross sell, referral, complaints etc) and target achievement.

Persistency :

- Define & develop business & marketing objectives in association with persistency team

- Customer segmentation basis policy parameters

- Design & execute annual marketing calendar for persistency campaigns to influence revival, renewal & surrender aversion

- Monitoring and reporting incremental impact of activities on persistency parameters & ensuring target achievement

Agency Relationship / Vendor / Internal Dept. Management :

- Coordination with key business partners to deliver objectives

- Adherence to operational processes

- Adherence to accounting (billing & payment) processes

- Email / sms marketing Agency & partner 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