Senior Customer Marketing Manager, Customer Engagement & Tech REMOTE
Company: Liberty Mutual
Posted on: May 11, 2022
At Liberty Mutual, our purpose is to help people embrace today
and confidently pursue tomorrow. That's why we provide an
environment focused on openness, inclusion, trust and respect.
Here, you'll discover our expansive range of roles, and a workplace
where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a "Great Place to
Work" by Great Place to Work US for the past several years. We were
also selected as one of the "100 Best Places to Work in IT" onIDG's
Insider Pro and Computerworld's 2020 list. For many years running,
we have been named by Forbes as one of America's Best Employers for
Women and one of America's Best Employers for New Graduates-as well
as one of America's Best Employers for Diversity. To learn more
about our commitment to diversity and inclusion please visit: We
value your hard work, integrity and commitment to make things
better, and we put people first by offering you benefits that
support your life and well-being. To learn more about our benefit
offerings please visit: Liberty Mutual is an equal opportunity
employer. We will not tolerate discrimination on the basis of race,
color, national origin, sex, sexual orientation, gender identity,
religion, age, disability, veteran's status, pregnancy, genetic
information or on any basis prohibited by federal, state or local
law. The Customer Engagement and Technology team within Global
Retail Markets U.S. Experience is looking for an experienced Senior
Marketing Manager / Marketing Manager to lead our customer
communication strategy for Property Claims. You will be a key
contributor to our goal of making digital a competitive advantage
for Liberty Mutual and Safeco, working closely with key
stakeholders in Property Claims, Experience, and Technology, to
enhance our communications to drive to digital while removing pain
points along the claims journey. This role reports to the Director
II of Customer Engagement & Technology and the ideal candidate will
live in the Eastern/Central Time Zones. Responsibilities:
- Develop and communicate vision for holistic customer email
strategy within the Property Claims journey, partnering closely
with stakeholders in Claims, Experience, and Digital to ensure we
exceed customer expectations during a claim.
- Ensure the mobile app is at the center of the property claims
experience; help drive call deflection by encouraging customers to
check their claims status, complete next steps, and view payment
information all within the app.
- Continuously identify opportunities to reduce confusion by
ensuring emails are clear and concise; Remove pain points from the
property claims journey to help customers move through their claim
forward and get paid faster.
- Partner closely with our Campaign Solutions Product Owner and
Email Developers to execute on email changes through clear and
actionable calls-to-action, language improvements, and timing
enhancements; continuously develop A/B test plans to ensure we are
testing and learning our way through higher digital engagement and
better customer experience.
- Identify additional cross-channel communication opportunities
including SMS and Mobile App push alerts to drive customers to the
app during their claim.
- Partner closely with the Auto Claims Marketing Manager to
ensure consistency in the way we communicate digital benefits and
share learnings between Auto and Property claims emails.
- Be a thought leader alongside Experience Strategy team members
to build the future 'Right Touch' claims experience through the
Process Reimagining workstream.
- Continuously monitor email engagement, customer feedback,
mobile app downloads and conversion rates, and app usage to make
decisions that help move our KPIs forward. Leverage data to make
business cases to get your work prioritized with Product Owners.
Key Skills NeededWe are looking for an experienced thought leader
who is well versed in strategy, execution, and analytics. This
individual should have exceptional communication skills and be able
to influence key stakeholders towards improvements that help drive
digital adoption and reduce calls. A background in change
management is valuable to ensure communication improvements
coincide with process and behavior changes with frontline claims
- The ideal candidate is a motivated
self-starter who is excited about driving digital transformation
with our customers and exceeding our digital promotion
- You should be experienced with building out complex strategies
and focused on execution.
- You should have exceptional communication, influencing, and
storytelling skills. You should be highly organized, detail and
results-oriented, and comfortable leading multiple projects while
balancing priorities and timelines across the team.
- You are a team player and work collaboratively with partners
and stakeholders.You enjoy digging in and analyzing data to make
meaningful impact on your KPIs.
- Bachelor's degree (with a concentration in Marketing, Business
Administration or communications preferred) or equivalent
- 5+ years of relevant experience with demonstrated expanded
responsibility within a digital customer focused team.
- Experience with driving Email Campaigns preferred.
- Proven ability to collaborate and influence across teams.
Comfortable with and able to navigate gray area cross-functionally
in a collaborative fashion.
- Analytic acumen to identify and prioritize reporting and
analytic needs to advance strategies. Able to self-serve to
identify insights where self-serve data is available.
- Ability to juggle multiple projects at once with various
timelines and stakeholders and to prioritize to focus on highest
impact opportunities when necessary.
- Strong communication and presentation skills; Ability to build
and communicate a clear, compelling strategy and rationale.
- Proven ability to motivate stakeholders, build consensus, and
move complex plans forward.
Keywords: Liberty Mutual, Somerville , Senior Customer Marketing Manager, Customer Engagement & Tech REMOTE, Advertising , Somerville, Massachusetts
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