head of customer experience and marketing

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job details

ataşehir, istanbul (asia)
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job description

We are looking for a 'Head of Customer Experience and Marketing' for our client operating in insurance industry.

Marketing Strategy and Management

• Develop, enhance and/or re-design the marketing strategy, value offerings, operations, products and services in line with Company strategy

• Manage and execute marketing and loyalty program plans, and design all customer related document and communication contents - printed, online offline, manage all digital assets, UX, performance and content; manage the marketing programs portfolio, including people, asset and budget allocations

• Responsible for executing 360o marketing activities by incorporating the customer insights, analytics and facts of the market together with company strategy and vision

• Lead the work by taking into consideration of multi-dimensional stakeholders of agencies, customer analytics, policy lifecycle and customer experience, sales and regulatory parties for the excellent execution of the strategies

• Preparing and execution of targeted/segmented marketing plans, designing new marketing tools, campaigns etc by using / incorporating customer insights/experience or through the periodic analysis of global and local market for new ideas/offerings

• Orchestrating and overviewing the team of marketers, directing the team towards department as well as company goals, responsible for right performing of the marketing team, enhancing the capability and capacity of the team with a to-the-point and focused management approach

Brand Management

• Analysing and evaluating the quick wins for effective brand management, be the change agent for customer centric marketing activities and brand management content

• Periodic monitoring activities on brand, using and reporting the relevant metrics to track the performance on Company brands, implement early warning and recommendation flags to take actions on time

Targeted Marketing and Customer Value Management

• Set up analytics approach of marketing to understand customer insights, needs and expectations in different segments through market research and data analytics

• Enhance the existing loyalty program and increase the attractiveness for corporate and individual stakeholders

• Develop and/or re-design the marketing activities, value offerings as well as sales service models under loyalty program and other company assets based upon the analytics, insights and other collected data for better customer experience

• Prepare and execute targeted marketing plan to define company’s segmented marketing activities, execute and measure the performance of each activity

• Conduct regular in-house and/or outsourced customer experience research, measure and evaluate the results in top management reporting

Customer Experience Management

• Leads and guides customer experience (CX): By leveraging the in-depth understanding on customer insights, preparing process based customer journey mappings and diagnosing each process Customer Experience status together with relevant functional heads, define pain-points, supporting the preparation of process improvement action plans providing the central vision guidance to them, closing all the loops in the process to ensure the excellence of different elements that form a part of the customer experience and monitoring to achieve defined KPI’s.

• Be the main contact for Customer Centricity. Be the bridge between Marketing and other units to build up the customer centric approach in the company’s DNA and to ensure customer experience improvements and customer centric action plans are in place.

• Controls and follows up every customer related process to be newly designed, is customer centric, user friendly and is in line with the overall marketing and customer experience strategies of the company


Bachelor's Degree from a reputable university especially Engineering, Economics, Business Administration,

Min 7+ years of professional experience

Excellent communication skills in English,

Deep knowledge of best practices for operational excellence and customer experience management—in both a B2B, B2B2C environments

Proficiency in relevant digital software, technology and marketing mediums

Passion for customer experience

Ability to develop and manage digital marketing strategy and tactics

Experience working with cross-functional delivery and operations teams

Consumer acquisition technology understanding

Experience collaborating with C-Level decision makers

Demonstrated competency in strategic thinking that results in new ideas that drive the business forward
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