Max Life Insurance - Deputy Manager - Digital Product Management

JOB SUMMARY :

- Customer Communication Experience is the next competitive battleground where businesses will be won or lost

- This position holds the responsibility to drive Customer, Partner & Seller communication Experience through Max Life Digital Assets & Core systems while taking a Comprehensive View of the Customer Life Cycle

KEY RESPONSIBILITIES :

A. Communication Management

i. Collaborate with functional & external experts to drive communication

ii. Provide a business view of User Journey Creation & Customer Experience enhancers

iii. Engage with Digital creative teams & agencies to ensure the design of effective & compelling creative to power these campaigns

iv. Share best practice for email marketing with the creative team to ensure adapting to industry best practice

v. Initiate integration of Silaris and Arvato lead chase via Netcore

i. Nurturing old potential leads (Dropped leads for past 1 year in phases)

B. Monitoring and Coordination

i. Regular monitoring of workflow functioning and areas to focus and improve on Netcore chase to issuance automation flow - P1 and P2

ii. Coordinate campaigns across channels and products to support teams in creating and executing content and brand campaigns to achieve business goals.

C. Re- Engage existing prospects

i. Build logics and cohorts for email campaigns for dropped leads to re-engage them

ii. Contribute to the 7-day issuance TAT with initiatives impacting customer journey and chase strategy

iii. Design and Deploy appropriate campaign management workflow across Email, Contact Centre & SMS to power an integrated digital engagement and acquisition ecosystem; Engage and partner with Performance Marketing, Contact Centre, and Customer Marketing & Operating team to enhance business performance

D. Analytical Insights

i. Anchor and Examine business requirements from all stakeholders (Operations, Products, Channel, Digital Marketing, Legal and others)

ii. A/B test variations of creative's and evaluate to shortlist top performing mailers

iii. Analysis and Insights of campaign deployments

Key Relationships (Internal /External)

Internal:

Significant interaction: Digital Marketing, Digital Product Management, Channel Marketing Teams, Operations, Underwriting Marketing, Group business & IT in a business role.

External:

Significant interaction: Technology partners, Business Partners, Potential alliance partners

Key competencies/skills required

- Insurance Domain Knowledge

- Understanding of consumer journeys

- Project Management

- Ability to drive matrix organizations to engage effectively with cross-functional teams

Experience

- Candidate should have experience in cross channel marketing automation tool, BFSI/ E-commerce sector

- Proven track record of working with cross-functional teams focused on conceiving & implementing digital sale enhancement initiatives

- At-least 4-5 years of experience in the ecommerce space

- Experienced in handling customer communication across journey stages