PHI - Lead- Martech

prudential; Mumbai; On-site; INR 3,000,000 - 5,500,000; Full time

Job summary

Prudential Health India is seeking a Martech - Lead to join the Mumbai marketing team. You will manage marketing automation tools, CRM workflows, and customer journey orchestration, while driving AI/ML data modelling and analytics to optimise campaigns and performance.

The role includes leading the development and maintenance of digital platforms, including websites, mobile apps, portals, and chatbot interfaces, ensuring security and compliance with regulations.

Qualifications

• Experience with marketing automation platforms and CRM systems.
• Ability to design and optimize customer journeys and lead scoring.
• Proficiency in data analytics and AI/ML modelling for marketing.
• Hands-on experience with chatbot and messaging channels (WhatsApp, Web).
• Familiarity with CMS and DAM platforms and experimentation/personalization tools.

Responsibilities

• Oversee marketing automation tools and develop strategies across CEP, CRM, and AI-driven analytics.
• Lead the development and maintenance of digital platforms (web, apps, portals) and chatbot interfaces.
• Analyse platform data to identify trends and inform strategic decisions.
• Improve digital customer journeys and optimize customer support via chatbots.

Skills

Marketing automation

CRM management

Lead nurturing

A/B testing

Customer journey

Data analytics

AI modelling

Chatbot development

WhatsApp integration

CMS

Tools

CEP tools

CRM systems

Chatbot platforms

CMS

Job description

Prudential's purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people's career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer. This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group's experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India's first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.

To partner with us in this mission, we are looking for a talented Martech - Lead to join our Marketing team in Mumbai.

Your typical week will include the following:

Managing marketing specific automation tools to devise strategies and optimise marketing processes, including CEP (Whatsapp, Email, SMS/RCS), CRM (lead management (lead generation, nurturing, scoring), customer journey orchestration across web/app platforms, A/B testing and segmentation, AI/ML data modelling and analytics, UAT. Handle day-to-day troubleshooting and optimization of integrations across marketing platforms. Handling modern communication tools, technologies, and advanced analytics, enhancing the overall digital marketing strategy and operational efficiency.

Oversee the development, implementation, and maintenance of digital platforms, including websites, mobile apps, customer portals and chatbot interfaces. Ensure platforms are user-friendly, secure, and compliant with industry regulations.

Analyse data from digital platforms to identify trends, customer behaviours, and areas for improvement. Generate reports to inform strategic decisions and enhance customer experience.

Develop strategies to improve the digital customer journey, ensuring seamless interactions and satisfaction. Implement feedback mechanisms to continuously refine and enhance digital services

Develop and manage chatbot and conversational AI solutions to optimise customer acquisition and enhance customer support and engagement. Integrate chatbots with platforms like WhatsApp / Web / App to provide seamless customer experience. Continuously monitor and improve chatbot performance based on user feedback and analytics

Implement and manage WhatsApp as a communication channel for customer interactions. Ensure WhatsApp communications are secure, compliant, and integrated with other digital platforms.

Develop and implement AI/ML models to predict lead propensity and customer disposition. Analyse customer data to identify high-potential leads and tailor marketing strategies accordingly. Continuously refine models to improve accuracy and effectiveness in lead generation and customer retention.

Knowledge of content management systems (CMS), Digital Asset Management (DAM) Platforms, and Experimentation and Personalization Platforms.

Lead and manage end-to-end Martech projects, from requirement gathering, process flows, user guides to final delivery.

Leverage knowledge of APIs, databases, and SQL to customize, troubleshoot, and enhance system capabilities.

Work closely with the cross functional teams, and specifically Tech teams to understand business objectives and translate them into actionable Martech solutions, and ensure timely execution

Knowledge of data protection laws and compliance (DPDP, GDPR, CASL, etc.). Ensure all digital platforms comply with health insurance regulations and data privacy laws. Implement robust security measures to protect sensitive customer information.

Work closely with the systems, databases, and resources to source quantitative and qualitative data to support the update and ongoing maintenance of various marketing collaterals and websites.

Identifying/executing new and impactful ways to enhance the efficiency and scalability of the marketing platforms and provide tactical support for data, website, and integration projects

Collaborate across teams, both internal and external, to support the launch of new products and the execution of product action across platforms web, app, chat / whatsapp

Stay updated with the latest digital trends and technologies to continuously improve platforms. Propose and implement innovative solutions to enhance operational efficiency and customer engagement.

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