Head of Marketing, Complaints and Bancassurance Development
AXA Middle East
Total years of experience :17 years, 2 Months
* Evaluating and developing our marketing strategy and marketing plan.
* Providing high-quality advice to solve any problems that members of the marketing department may have.
* Marketing research and analysis.
* Handling of customer dashboard to ensure client’s databases are being collected thoroughly and accurately
* Oversaw the customization of CRM to the insurance segment
* Handled smart data integration within the company through:
1)Improving the way data is collected (Both on-site and outside of the company)
2) Ensuring data is being collected without any errors
3) Liaison with the IT department to set guidelines for data collection from Customer Care/ Commercial departments.
4) Creating standardization for names of clients within the company as to avoid duplication issues.
5) Monthly updating of customer portfolio with LOB’s to create cross-selling campaigns.
* Handled the complaints department (External complaints only)
*Monitoring the team’s Market Research studies done through visits to competitors and online collection of any viable data that would prove integral to the company’s ability of remaining on top of the insurance market.
*Launched customer enhancement hallmarks that improve quality of service.
* Handled Voice of Customer / Voice of Distributor campaigns through creation of online questionnaires.
* Liaise with the concerned department’s LOBS and created as well as amended a variety of insurance policies.
* Set workflow for internal marketing activities through standardization of processes in order to avoid discrepancies and improve on all fronts.
* Liaison with German TCF (transparent customer feedback) company EKomi to create an after sales service questionnaire to increase customer satisfaction.
* Launched the bancassurance deal with Bankmed starting from the creation of the products, finalizing the system software of sales, training sessions and full support in case of any query.
* Set quantitative and qualitative KPI’s on all marketing activities to measure effectiveness of new products/services/campaigns and amended accordingly.
* Ensure that high-quality services are delivered effectively, efficiently and consistently.