Summary
Date Posted: Friday, February 02 2024, Base Salary: Not Disclosed

JOB DETAILS:

Jubilee Health Insurance Company of Uganda Limited (JHICU) wishes to recruit a young, competent, energetic, flexible and committed person to fill the following position of Marketing, Communications & Customer Experience
The position holder will report to the Chief Executive Officer.

Role Purpose:
The Marketing & Customer Experience Manager plays a pivotal role in driving brand visibility, customer acquisition, and satisfaction. This role involves crafting and executing marketing strategies that not only align with business objectives but also adhere to regulatory frameworks. The manager is responsible for ensuring a seamless and positive customer experience across all touchpoints.

Main Responsibilities:
1. Marketing Strategy:
• Develop and execute comprehensive marketing strategies to promote health insurance products and increase market share while ensuring alignment with customer experience goals.
• Integrate customer-centric elements into marketing strategies to enhance the overall customer journey.

2. Customer Experience Strategy:
• Develop and execute a comprehensive strategy that places the customer at the centre of all activities and processes within Jubilee Health Insurance with an aim to improve customer satisfaction, retention, and loyalty.
• Develop strategies and protocols for effective service recovery, ensuring that customers who have had negative experiences are engaged and retained.
• Analyze and optimize the customer journey, identifying pain points and opportunities to improve customer experience at each touchpoint.
• Implement strategies to address customer feedback and enhance satisfaction throughout the marketing process.

3. Business Growth Opportunities:
• Identify opportunities for business growth, market expansion, and product/service enhancements with a focus on improving the overall customer experience.
• Monitor key performance indicators and metrics related to customer satisfaction and use insights to drive strategic decision-making.

4. Financial Analysis and Operational Efficiency:
• Conduct financial analysis with a customer-centric lens, identifying cost-saving opportunities without compromising the quality of customer service.
• Recommend strategies to improve profitability and operational efficiency, particularly those that positively impact the customer experience.

Operational
1. Brand Management:
• Oversee brand positioning, identity, and messaging to ensure a consistent and compelling brand image that resonates positively with customers.
• Implement branding strategies that reinforce a positive customer perception of the health insurance products.
2. Marketing Campaigns:
• Conceptualize and execute marketing campaigns with a focus on generating leads, engaging customers, and providing a seamless and positive customer experience.
• Incorporate customer feedback and preferences into campaign planning and execution.

3. Digital Marketing:
• Lead digital marketing initiatives, including social media, email marketing, content marketing, and website optimization, with a focus on enhancing the overall digital customer experience.
• Leverage digital channels to gather customer insights and tailor marketing efforts accordingly.

4. Market Research:
• Conduct market research with a customer-centric approach, understanding customer needs, preferences, and expectations to inform marketing strategies.
• Utilize customer feedback to continuously improve and refine market research methodologies.

5. Product Marketing:
• Collaborate with product teams to develop and execute effective product marketing plans that highlight unique selling propositions and features that enhance the customer experience.
• Ensure product messaging aligns with customer needs and expectations.

6. Public Relations:
• Oversee public relations activities to manage the company's reputation, media relations, and crisis communications, ensuring a positive impact on the customer experience.
• Implement strategies that foster trust and transparency with customers through PR efforts.

7. Internal Communication:
• Develop and implement internal communication strategies that ensure employees are well-informed and aligned with the company's marketing and business objectives.
• Communicate customer feedback and insights internally to improve overall business operations.

8. Marketing Analytics:
• Utilize marketing analytics and key performance indicators (KPIs) to measure campaign effectiveness, identify opportunities, and optimize marketing efforts for an improved customer experience.
• Analyze customer behaviour data to enhance personalized marketing approaches.

9. Budget Management:
• Manage the marketing budget effectively, ensuring optimal allocation of resources for maximum impact on both marketing outcomes and customer experience improvements.

10. Customer Experience operations:
• Monitor and ensure the quality of customer interactions across various touchpoints, including calls, emails, online platforms, and in-person interactions.
• Analyze customer feedback, complaints, surveys, and sentiment to gain insights into customer preferences, pain points, and areas for improvement.
• Establish key performance indicators (KPIs) to track customer satisfaction levels.
• Develop methodologies to measure and analyze customer feedback, including surveys, Net Promoter Score (NPS), and other relevant metrics. Use these insights to drive improvements in service delivery.
• Implement effective procedures for handling and resolving customer complaints and issues, ensuring timely and satisfactory outcomes.

Corporate Governance
1. Regulatory Compliance and Insurance Servicing:
• Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects of insurance servicing with a focus on protecting and enhancing the customer experience.
• Implement customer-centric practices in compliance processes to ensure a positive customer journey.

2. Data Protection and Privacy Practices:
• Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality while maintaining transparency regarding data usage.

3. Internal Controls and Audits:
• Participate in audits and internal control assessments, addressing any identified gaps or issues promptly with a commitment to improving customer-related processes.
• Ensure that internal controls positively impact the customer experience and satisfaction.

4. Compliance with Applicable Laws and Regulations:
• Ensure compliance with applicable statutory and regulatory requirements, with a particular focus on how these compliance measures impact the customer journey.
• Establish mitigation measures against emerging business risks that could affect the customer experience.

5. Adherence to Laws and Regulations in Uganda:
• Ensure adherence to the laws and regulations of Uganda, especially those relevant to the insurance industry, and incorporate a customer-centric approach to regulatory compliance.

6. Mitigation Measures for Business Risks:
• Establish and implement mitigation measures against emerging business risks, particularly those that could impact the customer experience and satisfaction.

Leadership & Culture
1. Team Capabilities and Succession Planning:
• Build the team's capabilities with a focus on enhancing customer-centric skills and ensure adequate succession planning within the department.
• Encourage a customer-focused mindset among team members.

2. Corporate Culture and Ethical Practices:
• Foster a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.
• Instill a strong sense of responsibility for upholding customer-centric values within the organization.

3. Initiatives for Positive Company Culture:
• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture, emphasizing the importance of the customer in the organizational mission.
4. Individualized Development Planning:
• Create personalized development plans for team members that align with their career aspirations and the organization's objectives, emphasizing customer-centric skill development.

5. Performance Evaluations and Feedback:
• Conduct regular performance evaluations with a focus on how team members contribute to enhancing the customer experience.
• Set goals that align with customer-centric objectives and provide constructive feedback to foster continuous improvement.

6. Training and Development Needs:
• Identify training and development needs based on performance gaps, with a particular focus on areas that directly impact the customer experience.
• Take appropriate action to address these needs and continuously improve the team's ability to deliver exceptional customer service.

Key Competencies:
• Strong leadership and people management skills.
• Excellent problem-solving and decision-making abilities.
• Effective communication and interpersonal skills.
• Analytical thinking and attention to detail.
• Proactive and results-oriented mindset.
• Ability to work under pressure and meet deadlines.
• Strong knowledge of claims processes and regulations.
• Proficient in using relevant software and systems.
• Ability to adapt to changing industry trends and organizational needs.

Academic Qualifications
• Bachelor’s degree in Marketing, Communications, Business, Finance or any other related course
• Relevant Marketing Related Qualifications
• Masters will be an added advantage.
Relevant Experience:
• Minimum 3-5 years’ experience in a similar role
• Extensive experience in leading and managing marketing functions, ideally within the insurance, FMCG or financial services sector.
• Proven experience in developing and implementing marketing strategies, managing brand reputation, and executing successful marketing campaigns


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure

If you are qualified and seeking an exciting new challenge, please apply via jhicu-recruitment@jubileeuganda.com  quoting the position in the subject line not later than 5:00Pm on Friday, 9th February, 2024

Only shortlisted candidates will be contacted.


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