Head of Direct to Customer & Customer Management

CIGNA

Experience
Workhours

Description

Responsible for the profitable growth, formal launch and development of the direct business covering all channels of distribution. The role holder needs to build out a 3 year executable business plan realizing the opportunity to grow a 100M revenue business.  Focusing on the establishment of a series of scalable pilots with clear product and infrastructure requirements with accountability for implementing clear KPI’s and measures to track the business performance.  Assuring customer’s profitability and lifetime value through integrated, centralized customer activities across units (enhance customer experience, customer journey identification, increase share of wallet campaign, customer segmentation, insights & analysis driven action, customer contact & campaign management).

Accountability and KPI’s Critical Tasks and Expected Contributions/Results:

·         Develop and gain agreement to a detailed fully costed three year strategic roadmap to build the direct business

·         Lead, develop a team of people to build a highly profitable direct business

·         Coordinate with Global team resources maintaining strong relationships to identify opportunities to leverage expertise, share best practice and enrich the results of all direct activities

·         Influence key business areas such as the operation and distribution in seamless high quality execution of the agreed strategy for the direct business

·         Leverage segmentation activities to support a highly targeted direct business based on customer needs

·         Development of web capability and digital platforms to engage customers and prospects

·         Refine and execute digital strategy with clear search engine optimization, banner advert, google ad plans

·         Establish a rolling campaign plan built on test and learn principles with clear KPI’s to assess effectiveness to determine which programmes to roll out and which to stop

·         Provide clear input on the requirements for new products and collaborate with the product team based on customer insights and fit with overall direct to consumer strategy

·         Develop relationships with third parties such as aggregators, lead brokers and promotional partners to build the direct business and value proposition

·         Execute a membership programme to support development of a 10M+ owned prospect database to support future acquisition

·         Initiate and maintain relationships with other Asia Pacific operations (and potentially CIGNA divisions) to identify opportunities for product development; cross-fertilization and leverage of expertise and systems.

·         Formulate, recommend and implement cross functionally strategic and tactical campaign plans for maximizing business target

·         Accountable for both revenue and profit target achievements of the business through all channels

·         Plans and implement effective marketing campaign in line with company image.

·         Maximize and ensure adequate technical support function delivers effective process and workflow in all channel including Central Sales & Services

·         Develop clear market positioning linked to our overall brand values

·         Leading the Customer Management function in assuring customer’s profitability and lifetime value through integrated, centralized customer activities across units (enhance customer experience, customer journey identification, increase share of wallet campaign, customer segmentation, insights & analysis driven action, customer contact & campaign management)

·         Identify Customer Journey, maximize opportunities, develop end to end user experience program to drive acquisition and promote customer loyalty, increase customer’s NPS score

Qualifications

Experience/Knowledge Requirements:

·         10 years relevant experience preferable in insurance field

·         Marketing experience in multi-national company

·         Direct Marketing experience

Education and Other Requirements:

·         University Graduates with relevant business qualification

·         Minimum 10 years marketing experience in financial services

Primary Location

Indonesia-Indonesia-Jakarta

Work Locations

IDN Tempo Pavilion Cigna - Tempo Pavilion 2 Jl H R Rasuna Said Kav 10 Jakarta 12950

Job

Sales-Direct Sales/Acct Mgmt

Schedule

Full-time

Shift

Day Job

Employee Status

Regular

Job Type

Standard

Job Level

Manager of Managers

Travel

Yes, 50 % of the Time

Job Posting

Nov 21, 2017, 9:08:17 AM

Read Full DescriptionHide Full Description
Confirmed 15 hours ago. Posted 25 days ago.

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