Chief Manager - Digital Customer Communication

Role & responsibilities

- Own Customer Communication Strategy & Performance across WhatsApp, SMS, Email, IVR and emerging digital channels, driving higher customer engagement, retention and business outcomes.

- Drive Communication Effectiveness, continuously improving Delivery, Read, Click and Conversion metrics through data-led content optimization and personalization.

- Lead Renewal Collection Enablement through communication-led interventions that improve digital collections, 13M persistency and reduce dependency on outbound calling.

- Develop High-Impact Content & Product Propositions leveraging product expertise, customer insights, market trends and lifecycle-based engagement strategies.

- Design & Govern Customer Communication Journeys across the policy lifecycle, ensuring relevance, personalization, seamless customer experience and business impact.

- Drive Campaign Analytics & Optimization, including funnel analysis, cohort reviews, A/B testing, attribution modelling and actionable business insights.

- Own Communication Engine Governance, overseeing communication development, UAT, deployment, trigger validation, segmentation accuracy and change management.

- Lead WhatsApp & Channel Governance, maximizing channel effectiveness, regulatory compliance, template utilization and communication reach while optimizing costs.

- Ensure Regulatory Compliance & Delivery Governance through robust controls, fallback frameworks, audit readiness, root-cause analysis and cross-functional governance.

- Drive Communication MIS, Reporting & Cost Optimization, providing leadership visibility on campaign performance, collections impact, channel ROI and strategic improvement opportunities.

Preferred candidate profile

- Minimum 7-10 years of experience working in a Life Insurance company

- Experience of deploying and managing communication engine

- Experience of Digital Marketing / planning & executing communication campaigns

-Complete understanding of using UTMs