Customer Rewards & Loyalty Officer at Heirs Insurance Ltd

The Customer Rewards & Loyalty role shall be responsible for growing customer retention and loyalty to the Heirs Insurance Group Brand. This is a specialist role targeted towards attaining above 80% customer retention, grow customer attraction and manage attrition / churn customer rates using a robust loyalty scheme and viable market research. The scope of function cuts across the Retail Mass Market Cluster and the Corporate customer segments of Heirs Insurance Group.

Responsibilitie(s):

• Develop, implement and manage a robust reward program that meets the business strategic customer retention strategies.
• Periodically conduct market research on customer needs analysis in comparison to what is required to retain customers in the business. This is to enable the business reduce policy attrition rates, attain above 80% customer retention and attract new customers to the brand.
• Using data intelligence gathering, create a niche by consistently improving on the rewards scheme, modeling new and existing customers behaviour towards keeping their policies active so as to meet the desired business retention metrics.
• Seek referrals from satisfied customers and channel the same to the telesales team for conversion.
• Create retention campaigns to recover lost customers and reduce the business attrition rates.
• To grow and expand the reward scheme , sign up strategic rewards partners that provide unique value services to Heirs Insurance Group customers nationwide
• To grow and expand the reward scheme , sign up strategic rewards partners that provide unique value services to Heirs Insurance Group customers nationwide
• Collaborate with relevant stakeholders to review competing loyalty benefits, design and deliver on annual rewards improvement plans to Head, Customer Experience
• Design a digital framework for automating the rewards program to aid ease of progression, access and onboarding.
• Using data intelligence, monitor and report on the customer satisfactory level with the benefits on the scheme, behaviour towards progressing to meet the reward tiers, concerns and improvement actions.
• Conduct periodic customer satisfaction survey and partners satisfactory surveys to get feedback on the impact of the scheme.
• Using data intelligence, collaborate with the marketing team to conduct targeted marketing campaigns targeted at drawing attraction to the scheme .
• Monitor the impact of the rewards scheme on customer retention, new business attraction and referrals.
• Grow Heirs Insurance Group customer retention to 80% and devise strategies to motivate customers to keep their policies active.
• Relationship building: Initiate, maintain, and manage relationships with third parties concerning Client Retention.
• Create relationships with partners to drive customer retention benefits.
• Hold periodic workshops with partners to emphasize service quality standards.
• Provide Weekly, Monthly, Quarterly, Bi-annual, and Annual Metrics reports to the Head, customer experience on the rewards program progress, partnership sign-up, and daily management.
• Utilise churn data for upsell/cross-sell or targeted marketing and revival campaigns.
  Monitor and track policy data regularly and map customers to their rewards category.
• Quality check rewards data for correctness.
• Using data intelligence, run campaigns to motivate customers to move up the reward’s premium income tiers.
• Ensure timely reward of eligible customers.

Qualification/Experience Requirement(s):

• Minimum requirement: A Bachelors’ degree in Business, Marketing, Communication or in any relevant discipline with 3 years cognate experience
• Membership of any relevant professional body (e.g. CIIN,NIMN, CXPA)