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Marketing Strategy:

• Develop and execute comprehensive marketing strategies to promote health insurance products and increase market share while ensuring alignment with customer experience goals.

• Integrate customer-centric elements into marketing strategies to enhance the overall customer journey.

Customer Experience Strategy:

• Develop and execute a comprehensive strategy that places the customer at the center of all activities and processes within Jubilee Health Insurance with an aim to improve customer satisfaction, retention, and loyalty.

• Develop strategies and protocols for effective service recovery, ensuring that customers who have had negative experiences are engaged and retain

• Analyze and optimize the customer journey, identifying pain points and opportunities to improve customer experience at each touchpoint.

• Implement strategies to address customer feedback and enhance satisfaction throughout the marketing process.

Business Growth Opportunities:

• Identify opportunities for business growth, market expansion, and product/service enhancements with a focus on improving the overall customer experience.

• Monitor key performance indicators and metrics related to customer satisfaction and use insights to drive strategic decision-making.

Financial Analysis and Operational Efficiency:

• Conduct financial analysis with a customer-centric lens, identifying cost-saving opportunities without compromising the quality of customer service.

• Recommend strategies to improve profitability and operational efficiency, particularly those that positively impact the customer experience.

  Operational

  
  

Brand Management:

• Oversee brand positioning, identity, and messaging to ensure a consistent and compelling brand image that resonates positively with customers.

• Implement branding strategies that reinforce a positive customer perception of the health insurance products.

Marketing Campaigns:

• Conceptualize and execute marketing campaigns with a focus on generating leads, engaging customers, and providing a seamless and positive customer experience.

• Incorporate customer feedback and preferences into campaign planning and execution.

Digital Marketing:

• Lead digital marketing initiatives, including social media, email marketing, content marketing, and website optimization, with a focus on enhancing the overall digital customer experience.

• Leverage digital channels to gather customer insights and tailor marketing efforts accordingly.

  
  

Market Research:

• Conduct market research with a customer-centric approach, understanding customer needs, preferences, and expectations to inform marketing strategies.

• Utilize customer feedback to continuously improve and refine market research methodologies.

Product Marketing:

• Collaborate with product teams to develop and execute effective product marketing plans that highlight unique selling propositions and features that enhance the customer experience.

• Ensure product messaging aligns with customer needs and expectations.

Public Relations:

• Oversee public relations activities to manage the company's reputation, media relations, and crisis communications, ensuring a positive impact on the customer experience.

• Implement strategies that foster trust and transparency with customers through PR efforts.

Internal Communication:

• Develop and implement internal communication strategies that ensure employees are well-informed and aligned with the company's marketing and business objectives.

• Communicate customer feedback and insights internally to improve overall business operations.

Marketing Analytics:

• Utilize marketing analytics and key performance indicators (KPIs) to measure campaign effectiveness, identify opportunities, and optimize marketing efforts for an improved customer experience.

• Analyze customer behavior data to enhance personalized marketing approaches.

Budget Management:

• Manage the marketing budget effectively, ensuring optimal allocation of resources for maximum impact on both marketing outcomes and customer experience improvements.

Customer Experience operations:

• Monitor and ensure the quality of customer interactions across various touchpoints, including calls, emails, online platforms, and in-person interactions.

• Analyze customer feedback, complaints, surveys, and sentiment to gain insights into customer preferences, pain points, and areas for improvement.

• Establish key performance indicators (KPIs) to track customer satisfaction levels.

• Develop methodologies to measure and analyze customer feedback, including surveys, Net Promoter Score (NPS), and other relevant metrics. Use these insights to drive improvements in service delivery.

• Implement effective procedures for handling and resolving customer complaints and issues, ensuring timely and satisfactory outcomes.

  
  

Corporate Governance

Regulatory Compliance and Insurance Servicing:

• Adhere to regulatory requirements and internal policies, ensuring compliance in all aspects of insurance servicing with a focus on protecting and enhancing the customer experience.

• Implement customer-centric practices in compliance processes to ensure a positive customer journey.

  
  

Data Protection and Privacy Practices:

• Implement and uphold robust data protection and privacy practices, safeguarding customer information and ensuring confidentiality while maintaining transparency regarding data usage.

  
  

Internal Controls and Audits:

• Participate in audits and internal control assessments, addressing any identified gaps or issues promptly with a commitment to improving customer-related processes.

• Ensure that internal controls positively impact the customer experience and satisfaction.

Compliance with Applicable Laws and Regulations:

• Ensure compliance with applicable statutory and regulatory requirements, with a particular focus on how these compliance measures impact the customer journey.

• Establish mitigation measures against emerging business risks that could affect the customer experience.

  
  

  Adherence to Laws and Regulations in Uganda:

• Ensure adherence to the laws and regulations of Uganda, especially those relevant to the insurance industry, and incorporate a customer-centric approach to regulatory compliance.

  
  

Mitigation Measures for Business Risks:

• Establish and implement mitigation measures against emerging business risks, particularly those that could impact the customer experience and satisfaction.

  
  

Leadership & Culture

Team Capabilities and Succession Planning:

• Build the team's capabilities with a focus on enhancing customer-centric skills and ensure adequate succession planning within the department.

• Encourage a customer-focused mindset among team members.

Corporate Culture and Ethical Practices:

• Foster a corporate culture that promotes ethical practices and good corporate citizenship while maintaining a conducive work environment.

• Instill a strong sense of responsibility for upholding customer-centric values within the organization.

Initiatives for Positive Company Culture:

• Collaborate with cross-functional teams to develop initiatives that promote a positive and inclusive company culture, emphasizing the importance of the customer in the organizational mission.

Individualized Development Planning:

• Create personalized development plans for team members that align with their career aspirations and the organization's objectives, emphasizing customer-centric skill development.

Performance Evaluations and Feedback:

• Conduct regular performance evaluations with a focus on how team members contribute to enhancing the customer experience.

• Set goals that align with customer-centric objectives and provide constructive feedback to foster continuous improvement.

Training and Development Needs:

• Identify training and development needs based on performance gaps, with a particular focus on areas that directly impact the customer experience.

• Take appropriate action to address these needs and continuously improve the team's ability to deliver exceptional customer service.