Chief Manager - Digital Customer Communication

Indusind Nippon Life Insurance; Mumbai; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

IndusInd Nippon Life Insurance is seeking a senior communications strategist to own end-to-end customer communication across multiple channels, including WhatsApp, SMS, email, and IVR. You will drive engagement, retention, and business outcomes through data-driven content optimization and personalization.

You will lead lifecycle-based engagement, governance of the communication engine, and channel optimization while ensuring regulatory compliance and cost efficiency.

Qualifications

• Minimum 7-10 years of experience in a life insurance company.
• Experience deploying and managing a communication engine.
• Experience of Digital Marketing / planning & executing communication campaigns.
• Complete understanding of using UTMs.

Responsibilities

• Own Customer Communication Strategy & Performance across WhatsApp, SMS, Email, IVR and emerging digital channels.
• Drive Communication Effectiveness, improving Delivery, Read, Click and Conversion metrics through data-led content optimization.
• Lead Renewal Collection Enablement through communication-led interventions to improve digital collections and persistency.
• Develop High-Impact Content & Product Propositions leveraging insights and lifecycle engagement strategies.
• Design & Govern Customer Communication Journeys across the policy lifecycle with personalization and relevance.
• Drive Campaign Analytics & Optimization with funnel analysis and A/B testing.
• Own Communication Engine Governance including UAT, deployment and segmentation accuracy.
• Lead WhatsApp & Channel Governance, ensuring regulatory compliance and cost optimization.
• Ensure Regulatory Compliance & Delivery Governance with robust controls and audit readiness.
• Drive Communication MIS, Reporting & Cost Optimization for leadership visibility.

Skills

Communication strategy

Channel governance

Digital marketing

UTMs

Lifecycle engagement

Tools

Communication engine

A/B testing

Job description

Role & responsibilities

• Own Customer Communication Strategy & Performance across WhatsApp, SMS, Email, IVR and emerging digital channels, driving higher customer engagement, retention and business outcomes.
• Drive Communication Effectiveness, continuously improving Delivery, Read, Click and Conversion metrics through data-led content optimization and personalization.
• Lead Renewal Collection Enablement through communication-led interventions that improve digital collections, 13M persistency and reduce dependency on outbound calling.
• Develop High-Impact Content & Product Propositions leveraging product expertise, customer insights, market trends and lifecycle-based engagement strategies.
• Design & Govern Customer Communication Journeys across the policy lifecycle, ensuring relevance, personalization, seamless customer experience and business impact.
• Drive Campaign Analytics & Optimization, including funnel analysis, cohort reviews, A/B testing, attribution modelling and actionable business insights.
• Own Communication Engine Governance, overseeing communication development, UAT, deployment, trigger validation, segmentation accuracy and change management.
• Lead WhatsApp & Channel Governance, maximizing channel effectiveness, regulatory compliance, template utilization and communication reach while optimizing costs.
• Ensure Regulatory Compliance & Delivery Governance through robust controls, fallback frameworks, audit readiness, root-cause analysis and cross-functional governance.
• Drive Communication MIS, Reporting & Cost Optimization, providing leadership visibility on campaign performance, collections impact, channel ROI and strategic improvement opportunities.

Preferred candidate profile

• Minimum 7-10 years of experience working in a Life Insurance company
• Experience of deploying and managing communication engine
• Experience of Digital Marketing / planning & executing communication campaigns
• Complete understanding of using UTMs