Lead Digital Customer Communication

TopGear Consultants Pvt Ltd.; Mumbai; Presencial; INR 1.800.000 - 3.200.000; Jornada completa

Descripción de la vacante

TopGear Consultants Pvt Ltd. invites applications for the role of Lead Digital Customer Communication, a senior position based in Mumbai within our Life Insurance practice.

You will own the customer communication strategy across WhatsApp, SMS, Email, IVR and emerging channels, driving engagement and business outcomes through data-driven content and governance. The ideal candidate has 7–10 years in life insurance, hands-on experience with a communication engine, and strong analytics and

Formación

• Graduate or MBA/tech degree preferred.
• 7–10 years of experience in a life insurance company.
• Experience deploying and managing a communication engine.
• Experience in digital marketing; planning and executing campaigns.

Responsabilidades

• Own Customer Communication Strategy & Performance across WhatsApp, SMS, Email, IVR and emerging digital channels.
• Drive delivery, read, click and conversion metrics through data-led content optimization.
• Lead renewal collection enablement through communication-led interventions.
• Develop high-impact content and product propositions leveraging insights.
• Design and govern customer communication journeys across policy lifecycle.
• Drive campaign analytics, including funnel analysis, A/B testing, and attribution.
• Own communication engine governance: development, UAT, deployment, segmentation, changes.
• Lead WhatsApp & channel governance, ensuring compliance and cost optimization.
• Ensure regulatory compliance and delivery governance with robust controls.
• Drive MIS, reporting and cost optimization for campaigns.

Conocimientos

Insurance knowledge

Content creation

Digital marketing planning

Communication engine hands-on

Data analysis

MS Office

Cross-team coordination

Rule writing for communications

UTM usage

Educación

Graduate / MBA / Tech degree

Descripción del empleo

Job Profile: Lead Digital Customer Communication

Relevant Work-experience

• 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

Qualification Requirement

Graduate, MBA / Tech degree preferred

Key Performance Indicators

Skills & Competencies

• Knowledge of Insurance and policy life cycle is a must
• Experience of creating communication content /digital marketing
• Hands-on experience of working on communication engine
• Technical understanding of writing logics / rules for developing communications
• Experience of data analysis
• MS office (Word, PPT & Excel) knowledge is a must
• Self-Motivated
• Good communication skills, and knowledge of impact analysis
• Good at coordinating with different teams

Specific 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.

Ability to maneuver in a high demanding environment

Interfaces -

• Within INLIC BIU, IT, Sales & Distribution, CEO Office, Marketing, Compliance
• Outside INLIC – Communication engine vendor, WhatsApp / SMS / Email Vendors