Head of Customer Engagement

Role Overview
We 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 achieve
Specific 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

Innovation and Change

Leadership

Communication and Influencing

About us
Irish 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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

General Business

Industries

Insurance and Financial Services

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