About Max Life Insurance: Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group an Indian multi business corporation. Max Life offers comprehensive protection and long-term savings life insurance solutions through its multichannel distribution including agency and third party distribution partners. Max Life has built its operations over almost two decades through need-based sales process a customer-centric approach to engagement and service delivery and trained human capital. As per public disclosures during the financial year 2019-20 Max Life achieved gross written premium of Rs. 16184 crore. As on 31st March 2020 the Company had Rs. 68471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913660 crore. For more information please visit the Companys website at We Stand for: Caring | A compassionate leader who demonstrates appreciation for diversity in thoughts and approach towards people as well initiatives eliminates biases to promote meritocracy. A coach who inspires people to excel and sets a culture of high performance. | Collaboration | A boundary-less leader who is capable of identifying & leveraging expertise of team members for superlative outcomes thus delivers to the organizations ask. A leader who addresses challenges with a solution oriented approach to create win-win partnerships within & outside teams through inspired cooperation and teamwork. | Customer Obession | A leader who embodies Customer and keeps him at the core of all deliverables. Proactively anticipate customer needs and implement strategies to provide best in class customer experience. | Growth Mindset | An ambitious leader who can sponsor game changing ideas and rally the team to turn them into a reality. A leader who challenges the status quo takes bold & creative actions to manage complex issues & achieve high impact goals by pushing self and others and raise the bar on performance. | People Leadership | A peoples leader who inspires their teams to stretch themselves and achieve their true potential. A leader who create leaders by coaching empowering & motivating them to deliver superior business outcomes. |
Max Life Insurance is an Equal Opportunity Employer and promotes inclusion and diversity.
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Job Description |
Position | Chief Manager Customer Engagement |
| |
Department | Digital Marketing & Ecommerce | Function | Digital Marketing |
Reporting | Chief Manager - Digital Analytics & Customer Engagement | Band | 4B |
Location | Gurgaon | Team size (D/I) | NA |
JOB SUMMARY
KEY RESPONSIBILITIES- Marketing Automation Ownership: Develop and execute comprehensive Email SMS WhatsApp and Browser Push Notification (BPN) marketing programs. This includes robust segmentation A/B testing deployment and continuous performance evaluation for improvement.
- Customer Lifecycle Campaign Management: Own the end-to-end strategy and execution of key campaigns for the e-commerce business including drop-lead nurturing birthday programs cross-sell and upsell initiatives.
- Cross-Sell/Upsell Target Delivery: Lead the team to deliver on Cross-sell/Upsell Annual Premium Equivalent (APE) targets within the designated budget actively managing and optimizing cost per session and cost per lead.
- Conversational Interface Roadmap: Manage the organization-level roadmap for conversational interfaces including WhatsApp live chat ensuring seamless customer experience.
- Customer Journey Management: Own and manage all customer communications across the entire business cycle including pre-payment post-payment policy login policy issuance and cross-sell/upsell stages.
- Tech Integrations & CRM:
- Lead all tech integrations concerning App engagement WhatsApp journeys email and any new communication channels.
- Maintain and manage the Marketing Automation integration with the CRM and assist in the integration of additional platforms into the marketing automation software.
- Performance Optimization & Strategy:
- Leverage high-tech automation tools CRM data and business intelligence to continuously improve conversion rates.
- Manage overall marketing automation efforts proactively researching and implementing the latest best practices strategies and industry standards.
- Set the short-term and long-term vision for every stage of the customer lifecycle developing a strategy and roadmap to deliver this vision.
- Cross-Functional Collaboration:
- Closely collaborate with Sales Performance Marketing SEO and Creative teams to help deliver key business KPIs for the Term and Savings business (and future BUs like Health).
- Work with Digital Product Managers to enhance the e-commerce side of the customer experience (CX).
- Collaborate with Data Teams to rigorously analyze the effectiveness of customer acquisition and retention campaigns and their impact on the end-to-end customer experience.
Key competencies/skills required
- A strong working knowledge of Customer Engagement & Marketing automation
- Strategic mindset that can see beyond the day-to-day to help the business achieve long-term customer experience and retention goals.
- Proven ability to work closely with technical and non-technical teams.
- Evidence of influencing and challenging key stakeholders to implement best practices
- Study data and figure out business opportunities from it
- Proven examples of designing and executing optimization experiments which produce actionable insights.
- Ability to drive clear thoughtful and comprehensive agenda for Growth Hacking
Experience
- Graduate from a premier business institute; 8-12 years of total experience
- At least 3-4 yrs prior experience in Retention marketing / Customer Engagement
- Hands on knowledge of Google Analytics or other Web Analytics packages.
- Leadership Experience: Minimum 35 years of experience in a people management or team leadership role with direct reports.
|
Required Experience:
Chief
About Max Life Insurance: Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group an Indian multi business corporation.Max Life offers comprehensive protection and long-term savings lif...
About Max Life Insurance: Max Life Insurance Company Limited is a Joint Venture between Max Financial Services Limited and Axis Bank Limited. Max Financial Services Ltd. is a part of the Max Group an Indian multi business corporation. Max Life offers comprehensive protection and long-term savings life insurance solutions through its multichannel distribution including agency and third party distribution partners. Max Life has built its operations over almost two decades through need-based sales process a customer-centric approach to engagement and service delivery and trained human capital. As per public disclosures during the financial year 2019-20 Max Life achieved gross written premium of Rs. 16184 crore. As on 31st March 2020 the Company had Rs. 68471 crore of assets under management (AUM) and a Sum Assured in Force of Rs. 913660 crore. For more information please visit the Companys website at We Stand for: Caring | A compassionate leader who demonstrates appreciation for diversity in thoughts and approach towards people as well initiatives eliminates biases to promote meritocracy. A coach who inspires people to excel and sets a culture of high performance. | Collaboration | A boundary-less leader who is capable of identifying & leveraging expertise of team members for superlative outcomes thus delivers to the organizations ask. A leader who addresses challenges with a solution oriented approach to create win-win partnerships within & outside teams through inspired cooperation and teamwork. | Customer Obession | A leader who embodies Customer and keeps him at the core of all deliverables. Proactively anticipate customer needs and implement strategies to provide best in class customer experience. | Growth Mindset | An ambitious leader who can sponsor game changing ideas and rally the team to turn them into a reality. A leader who challenges the status quo takes bold & creative actions to manage complex issues & achieve high impact goals by pushing self and others and raise the bar on performance. | People Leadership | A peoples leader who inspires their teams to stretch themselves and achieve their true potential. A leader who create leaders by coaching empowering & motivating them to deliver superior business outcomes. |
Max Life Insurance is an Equal Opportunity Employer and promotes inclusion and diversity.
|
Job Description |
Position | Chief Manager Customer Engagement |
| |
Department | Digital Marketing & Ecommerce | Function | Digital Marketing |
Reporting | Chief Manager - Digital Analytics & Customer Engagement | Band | 4B |
Location | Gurgaon | Team size (D/I) | NA |
JOB SUMMARY
KEY RESPONSIBILITIES- Marketing Automation Ownership: Develop and execute comprehensive Email SMS WhatsApp and Browser Push Notification (BPN) marketing programs. This includes robust segmentation A/B testing deployment and continuous performance evaluation for improvement.
- Customer Lifecycle Campaign Management: Own the end-to-end strategy and execution of key campaigns for the e-commerce business including drop-lead nurturing birthday programs cross-sell and upsell initiatives.
- Cross-Sell/Upsell Target Delivery: Lead the team to deliver on Cross-sell/Upsell Annual Premium Equivalent (APE) targets within the designated budget actively managing and optimizing cost per session and cost per lead.
- Conversational Interface Roadmap: Manage the organization-level roadmap for conversational interfaces including WhatsApp live chat ensuring seamless customer experience.
- Customer Journey Management: Own and manage all customer communications across the entire business cycle including pre-payment post-payment policy login policy issuance and cross-sell/upsell stages.
- Tech Integrations & CRM:
- Lead all tech integrations concerning App engagement WhatsApp journeys email and any new communication channels.
- Maintain and manage the Marketing Automation integration with the CRM and assist in the integration of additional platforms into the marketing automation software.
- Performance Optimization & Strategy:
- Leverage high-tech automation tools CRM data and business intelligence to continuously improve conversion rates.
- Manage overall marketing automation efforts proactively researching and implementing the latest best practices strategies and industry standards.
- Set the short-term and long-term vision for every stage of the customer lifecycle developing a strategy and roadmap to deliver this vision.
- Cross-Functional Collaboration:
- Closely collaborate with Sales Performance Marketing SEO and Creative teams to help deliver key business KPIs for the Term and Savings business (and future BUs like Health).
- Work with Digital Product Managers to enhance the e-commerce side of the customer experience (CX).
- Collaborate with Data Teams to rigorously analyze the effectiveness of customer acquisition and retention campaigns and their impact on the end-to-end customer experience.
Key competencies/skills required
- A strong working knowledge of Customer Engagement & Marketing automation
- Strategic mindset that can see beyond the day-to-day to help the business achieve long-term customer experience and retention goals.
- Proven ability to work closely with technical and non-technical teams.
- Evidence of influencing and challenging key stakeholders to implement best practices
- Study data and figure out business opportunities from it
- Proven examples of designing and executing optimization experiments which produce actionable insights.
- Ability to drive clear thoughtful and comprehensive agenda for Growth Hacking
Experience
- Graduate from a premier business institute; 8-12 years of total experience
- At least 3-4 yrs prior experience in Retention marketing / Customer Engagement
- Hands on knowledge of Google Analytics or other Web Analytics packages.
- Leadership Experience: Minimum 35 years of experience in a people management or team leadership role with direct reports.
|
Required Experience:
Chief
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