Pivotage Consulting

Chief Customer Officer

September 17, 2021
Pivotage Consulting
Full Time
Posted 3 years ago

Pivotage Consulting – Our client, one of the world’s leading insurers and asset managers with a broad range of personal and corporate insurance services, ranging from property, life and health insurance, assistance services to credit insurance and global business insurance is looking to engage a result-driven and experienced Chief Customer Officer to join its team.

Type: Full Time
Job Title: Chief Customer Officer
Location: Lagos, Nigeria
Reports to: Chief Executive Officer

⦁ Solely responsible for the management and growth of the Business Development team.
⦁ Responsible for the development and implementation of strategies for Business Development.
⦁ Assume full responsibility for the attainment of the revenue and strategic objectives of the company.
⦁ Responsible for overseeing marketing initiatives within the organization and developing other areas of the business such as sales management, product development, channel management and marketing communications.
⦁ As a member of the Executive team, he/she will play an active part in setting the strategic direction of the company.

1. Business Development

⦁ Accountable for local level segment, delivery of the segment plan for the OE along with local CEO, as well as taking concrete actions to drive top line and profitable growth.
⦁ Responsible for bringing ideas, product expertise and market insight to develop the segment in the country.
⦁ Responsible for optimization and development of market facing underwriting and distribution management across all distribution channel including Brokers, Agents, Partners, Banks and Direct channels.
⦁ Drive and lead the planning, targeting and pipeline management activities.
⦁ Provide functional/matrix leadership for the Business Development teams locally and in doing so create an effective and cohesive local segment team.
⦁ Development of ”Market Intelligence“ activities to actively track and respond to the needs of customer segment across all of the company’s  locations.
⦁ Responsible for monitoring performance of teams and sales goals, meeting with other key units to ensure that business objectives are executed properly and right on schedule.
⦁ Ensure that business mix is appropriately diverse and supports profitability targets.

2. Marketing & Communications
⦁ Responsible for building strong brand awareness in the market.
⦁ Responsible for the implementation of strategic marketing plans to ensure proper go to market strategy that will drive commercial success with and across channels.
⦁ Drive market research and customers’ analysis to ensure superior and compelling customer value propositions are established.
⦁ Responsible for marketing planning and market research (generating market and customer insights towards compelling customer and distribution partners’ value propositions).
⦁ Leverage market and customer insights, to build and constantly refresh value propositions that would deliver the best combination of customer satisfaction and profitable growth.
⦁ Responsible for the development of strong & compelling market propositions as well as benefit-centric communications to maximize in-market success. He/ She will also manage delivery of multi-channels communications across to support sales.
⦁ Responsible for building & driving brand awareness.
⦁ Develop and deliver channel and segment campaigns, marketing collaterals for the management of go-to-market marketing budgets.

3. Customer Experience:

⦁ Responsible for the customer experience function and ensuring that services rendered by the company are at the expected levels.
⦁ Ensure that the agreed service propositions are delivered in line with the agreed cost profile and regulatory standards.
⦁ Improve customer centricity / service quality management.
⦁ Responsible for the customer center and the front office: provide high quality services to customers and responsiveness
⦁ Work across customer services and operations functions to facilitate the use of systems and technologies to maximize customer satisfaction, enhance employee effectiveness and reduce cost.

4. People Management
⦁ Responsible for the management of people and direct reports in the Business Development function.
⦁ Responsible for hiring and deployment of direct reports.
⦁ Responsible for talent development within local entities.

5. Business Strategy Partner

⦁ Responsible for overseeing development of business strategy and business plan processes from a Business Development perspective.
⦁ Accountable for acting as executive member in the respective committees and boards as required locally.
⦁ Responsible for the setting of strategy and initiatives required to deliver strategy

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

⦁ Excellent tertiary qualification (ideally Master), preferably in Business Management/ Marketing/ Commerce or a similar field.
⦁ Professional Leadership Certification will be an added advantage.
⦁ Significant experience in senior management position in market and distribution management in insurance/financial services industry. Have a minimum of 10 years’ experience in managerial position.
⦁ Extensive knowledge of the insurance industry as well as a proven ability to deliver profitable growth.
⦁ Influence and persuasion: ability to communicate and inspire support across functional and business boundaries at both senior management and junior levels.
⦁ Innovation: ability to use analysis to identify market opportunities and take initiatives to address customer needs.
⦁ Robust knowledge of business lever, corporate strategy and business planning techniques.
⦁ Excellent communication, negotiation, problem solving and decision making skills.
⦁ Proven track record of leadership both strategic & operational.


Using the role Chief Customer Officer as the subject of your application, kindly send your CV only to recruitment@pivotageconsulting.com


30th September, 2021

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