Associate Director, Client Experience

RGA Enterprise Services Company; Chesterfield (MO); On-site; USD 110,000 - 170,000; Full time

Job summary

RGA seeks an Associate Director, Client Experience to lead client experience strategy and engagements, coordinating with cross-functional teams across the organization. You’ll drive industry sponsorships, business development communications, and experiential plans for events.

You will elevate engagements through innovative experiences aligned with RGA’s purpose and strategy, coordinating resources, timelines, and senior leadership expectations, while building strong client and partner

Qualifications

• Bachelor's Degree in Arts/Sciences (BA/BS) or equivalent experience required.
• 5+ years marketing experience, including campaigns or experience planning.
• 2+ years experience in financial or professional services (B2B).
• Ability to work nights and weekends and travel as needed.
• Intermediate skills in Microsoft Office and SharePoint.
• Familiar with Adobe Photoshop and Illustrator; digital engagement and event platforms and technologies.
• General Insurance/Reinsurance industry knowledge.
• Organized, detail-oriented and able to meet deadlines; capable of maintaining files and logs.
• Ability to liaise with senior executives and across diverse teams.
• Advanced oral and written communication skills; creative writing ability.

Responsibilities

• Lead client experience strategy planning and engagements with cross-functional teams.
• Serve as the overall lead on large projects and initiatives for the client engagement team.
• Develop experiential plans and manage resources for execution across internal and external parties.
• Clarify target audience and objectives with senior leaders and align strategy with cross-functional teams.
• Lead engagement roadmap before, during, and after events; optimize communication channels.
• Support collaboration across regional teams and share best practices and guidelines.
• Lead internal communications and ROI reporting through qualitative and quantitative methods.
• Contribute to process optimization and resource management throughout the year.
• Build and maintain relationships with internal/external clients, vendors, and industry bodies.

Skills

Marketing strategy

Project management

Event planning

Cross-functional collaboration

Stakeholder management

Communication

Client relationship management

Education

Bachelor's degree

Tools

Microsoft Office

SharePoint

Adobe Photoshop

Illustrator

Digital event platforms

Job description

You desire impactful work.

You're RGA ready

RGA is a purpose-driven organization working to solve today's challenges through innovation and collaboration. A Fortune 200 Company and listed among its World's Most Admired Companies , we're the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

A Brief Overview

The Associate Director, Client Experience will help lead our client experience strategy, regional, events, and business initiatives. This position will act as an expert in experience execution while helping drive the collaboration between the Client Experience team, other CMS functional teams and the business.

What you will do

Client Experience Strategy & Planning: In coordination with the greater Client Marketing strategy and business/regional strategies, This person will plan, manage, and lead client experience engagements in collaboration with cross functional teams, such as business development colleagues, and senior executives. This person will serve as the overall lead on large projects and initiatives for the client engagement team, such as industry sponsorship opportunities, business development communication and RGA promotional project planning.

Impactful Experiences: Responsible for elevating engagements through unique and innovative experiences that support the RGA purpose and strategy. Responsible for developing engagement initiative experiential plan, engaging the support team, and managing the other resources needed for the execution of tasks, including key and timely communications, planning meetings, establishing clear objectives and roles, coordination with external parties, as applicable, as well as timeline and deadline management. Identify most effective internal and external resourcing options for efficient execution.

Audience and Objective Focused: Working with senior leaders and the business development team to clarify target audience and primary objectives for client engagement initiatives, and support strategy alignment with relevant cross functional teams. Lead engagement roadmap before, during, and post event, including leveraging most effective and efficient communication means for target audience such as event platform and/or app.

Global Collaboration and Enablement: Support client experience collaboration and enablement across regional teams helping to identify and address shared challenges and opportunities, contributing to business guidelines and best practices, ensuring insight into regional events and experiences, and leveraging resources that enable efficiencies, experience consistency and an elevated client experience.

Internal Communications and Reporting: Leads and manages all internal communications and coordination. Lead stakeholders and colleagues through planning, preparation, execution, and follow-up activities. Identify and communicate ROI efforts for colleagues through qualitative and quantitative reporting methods.

Process Optimization: As part of client experience team, support team resource management and execution throughout the year. Contribute to evolution of best practices and compilation of most efficient and effective experiential resources to maximize efforts and evolve and elevate our client experience.

Relationship Building: Act as a Client Experience liaison to the business teams and leadership, delivering on a variety of business and elevated client experience goals. Develops and maintains constructive, beneficial working relationships with internal and external clients. Continues to increase working knowledge of internal functions and activities as related to Client Marketing. Acts as an RGA industry-facing representative, building and maintaining relationships with vendors, partners, associations, and industry bodies.

Act as on-site backup as needed.

Qualifications

• Bachelor's Degree in Arts/Sciences (BA/BS) in a related field, or equivalent experience required
• 5+ Years experience in marketing, including campaigns or experience planning required
• 2+ Years experience in the financial or professional services (B2B) required
• Ability to work nights and weekends and travel as needed required
• Intermediate skills in Microsoft Office and SharePoint required
• Familiar with Adobe Photoshop and Illustrator; digital engagement and event platforms and technologies required
• General Insurance/Reinsurance industry knowledge required
• Organized, detail-oriented, resourceful, and able to meet deadlines; ability to maintain and organize a variety of files, records and logs (both on- and off-line). required
• Ability to liaise with individuals across a wide variety of operational, function and technical disciplines including senior executives required
• Advanced oral and written communication skills demonstrating ability to share and impart knowledge required
• Ability to be creative: in writin