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Senior Customer Marketing Manager, Customer Engagement & Tech REMOTE

Company: Liberty Mutual
Location: Somerville
Posted on: May 11, 2022

Job Description:

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 employees.
    • The ideal candidate is a motivated self-starter who is excited about driving digital transformation with our customers and exceeding our digital promotion targets.
    • 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 experience required.
      • 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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