Head of Customer Engagement - Permanent - Advice Solutions

Dublin
Permanent
Full-time

12 days ago

Full Time Permanent position
Hybrid role based in our City Centre offices

What we offerWe have embraced a hybrid working model for most of our positions, which means that you can enjoy a balanced approach of working from home for part of the week and working from the office for the remainder of the week.We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension and comprehensive Wellbeing initiatives and support to name but a few.Further details on our benefits package can be accessed hereAt Irish Life, our purpose is to help people build better futures. Our company values shape everything we do and underpin our vision of being the driving force behind Ireland's financial, physical, and mental well-being.We believe in doing the right thing-acting with integrity and making fair, responsible decisions. We aim high, setting ambitious goals and find better ways to innovate and improve. Our customers are at the heart of everything we do and we are dedicated to understanding their needs and exceeding their expectations. Achieving this this is only possible when we work best together-in a supportive, collaborative environment where every idea and contribution is valued.Role OverviewWe are seeking an experienced and strategic Head of Customer Engagement to lead the implementation of our customer engagement strategy with our 1.45m customers and beyond.This role is critical in driving our planned vision for Irish Life of helping our customers build better futures by being better informed, advised and ultimately better off.The person will lead a team of Marketing professionals with experience in this specialist area of Customer Engagement and will also lead cross functional teams to deepen our relationships with our customers and drive customer centric growth.Team Background

This role sits within our Irish Life Marketing team in Advice Solutions (Consumer business) and reports to our Cx & Marketing Director.

The role has 3 direct reports and a team of 8 overall.

The overall Customer & Marketing team is responsible for:

Delivering our Customer Engagement strategy for existing customers and leads
Generating consumer interest to drive appointments and quotes
Leading engagement with our Broker partners to support their consideration of Irish Life
Supporting our Group Brand strategy through customer and channel activation
Driving our Customer Experience (CX) strategy across our service partners, supporting the Advisor, Broker and Customer experience

We also work closely with the wider Irish Life Group Customer Team, with a particular focus on delivering an aligned and singular customer experience.

What you will help us achieveSpecific responsibilities will include:

Leading and being accountable for the design, delivery and refinement of our Customer Engagement Strategy lead through the Marketing Team and delivered in conjunction with other areas of the business to achieve our defined business & customer success metrics
Have commercial accountability for the results of the programme, meeting engagement targets and enabling the achievement of our Sales targets
Support the development of Team Capabilities ensuring we have the right skills for roles and we are developing our people to stay ahead in this dynamic area
Drive support; adoption and design of our CRM tool (D365) ensuring we are maximising it's capability in our strategy and operationalising it brilliantly
Oversee the design and optimisation of omnichannel engagement ensuring we are utilising all available channels in an effective way (MyIrishLife; email; SMS; social; chatbot etc)
Drive leadership in the use of Data and Analytics to understand customer behaviour, pain points and opportunities for Engagement focused on solving problems for our customers
Work closely with our Cx lead to ensure we are reinforcing and promoting a strong experience for existing customers to buy more; stay longer and recommend us
Collaborate with all key functions and other business areas to align engagement efforts and lead relevant cross functional forums to ensure we are maximising and driving our strategy consistently across our business
Drive Innovative thinking into our programme staying ahead of future Industry trends and supporting and challenging ways of doing things better
Champion a Customer 1st culture across our business supporting and embedding the EPICC promises and our Brand promise
Leading the reporting and communication to our Senior Leadership Team ensuring we are focused on what matters most in improving customer engagement
Work with colleagues across the wider Irish Life business and with the central Customer Team to align our Customer strategy and experience

What you will need to be successful in the role

8 years + in customer engagement; marketing or customer experience roles
Excellent leadership skills with clear examples of developing and leading a high performing team plus leading and influencing cross functionally
Demonstrated experience in design and development of Customer Engagement initiatives or programmes
Proven experience in lifecycle marketing and/or CRM platforms
Expertise in omni-channel communications
Analytical mindset with experience in using data to drive decision making
Exceptional communication and change management experience
Strong understanding of research principles and collating sources of Customer Insight
Demonstrated experience of developing measurable actions to drive improvement based based on Insights
3rd level qualification in Business/Marketing or related discipline

Key Competencies

Innovation and Change
Leadership
Communication and Influencing
Drive for Improved Customer Satisfaction
Commercial Awareness

About usIrish Life is one of Ireland's largest financial institutions with a presence across a range of financial services markets. We are one of Ireland's leading financial services groups with over 1.5 million customers. For over 80 years, we've been helping people to look after their life insurance, pension and investment needs, and more recently their health insurance.It is a subsidiary of Great-West Lifeco and a member of the Power Financial Corporation group of companies.We are proud of our culture of developing and supporting the growth and professional development of our people. The focus has resulted in a team of top talent with high standards, positioning us at the forefront of our industry.The company reserves the right to draw up a shortlist as part of the selection process. Where Agency assistance is required the Irish Life Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Irish Life by Recruitment Agencies will not be accepted for this role.Irish Life is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued. We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported.We have built a culture that promotes equality and inclusion for all of our current and future employees and strive to ensure that our behaviours, processes and practices are aligned to this culture.If you require any accommodations during the recruitment process please contact lifecareers@irishlife.ie and we will be delighted to ensure you are fully supported to be your best.ILFS supports Equal Opportunity and is regulated by the Central Bank of Ireland.

Irish Life

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