Chief Customer Officer

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.

NA/705/CCO
Type: Full Time
Job Title: Chief Customer Officer
Location: Lagos, Nigeria
Reports to: Chief Executive Officer

JOB SUMMARY/OBJECTIVE
⦁ 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.

JOB RESPONSIBILITIES
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

OTHER DUTIES
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. 

TECHNCIAL SKILLS & JOB REQUIREMENTS
⦁ 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.

METHOD OF APPLICATION

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

APPLICATION CLOSING DATE

30th September, 2021