MassMutual Financial Group Client Acquisition & Conversion Leader in Boston, Massachusetts
Since 1851, MassMutual’s commitment has always been to help people protect their families, support their communities, and help one another. This is why we want to inspire people to Live Mutual. We at MassMutual value diversity and inclusion. We’re people helping people.
A career with us means you will work alongside exceptional people and be empowered to reach your professional and personal goals. Our employees are the foundation of what makes MassMutual a strong, stable and ethical business. We seek and value unique and varied perspectives and experiences because we believe we are stronger when all voices are heard. We invite you to bring your bright, innovative ideas to MassMutual as we continue to help millions of Americans rely on each other.
Together, we’re stronger.
Direct to Consumer Overview:
This position will support the MassMutual Direct to Consumer team. The DTC team is responsible for business and model exploration, refinement and evolution. We seek to do this in a high caliber team. We are a flat organization, working as a cohesive team on multiple, innovative ideas, pilots, and scaling existing businesses at any given time. Culturally, we look for individuals that challenge each other openly, regardless of level or role on the team and focus on data driven analysis and decision making. This position is a unique opportunity that brings the culture of a startup to the stability and backing of a larger company.
Direct to Consumer is seeking a Client Acquisition and Conversion Leader that will play a critical role in working across marketing, technology, business operations and analytics & reporting to deliver a cohesive customer conversion strategy and roadmap. Including building out of detailed personas, customer journey maps, measuring and optimizing through the mid to lower funnel experience and driving on an attribution model, url tracking and tagging.
Develop a cohesive client conversion vision and strategy for Direct to Consumer, in alignment with business strategy and goals, in partnership with Marketing
Own the strategy and orchestration of our omni-channel interaction experience across multiple customer-facing channels and services
Formulate long term strategic plans and communicate how websites and eCommerce capabilities can help transform the DTC business, including improvement of experience and conversion rates
Drive the creation of new digital experiences when we enter new markets and launch new products, in partnership with CX and technology
Develop robust set of audience personas and customer lifecycle journey maps for purpose of focused targeting, optimizing, and to highlight the ways customers interact online or offline and the most important touchpoints
Oversee day-to-day management of the DTC experience on MM.com, eCommerce platforms, including trouble shooting errors, content updates, and overall optimization and enhancements
Utilize consumer and site visitor analytics to make data-drive decisions and derive insightful enhancements that will optimize the online navigation and shopping experience
Drive site personalization and segmentation strategy to create a relevant, value added customer experience
Develop content strategy tapestry for each audience, categorize and build roadmaps for content development
Partner with key stakeholders across the organization to build and execute on efforts
Establish the right measures for success, measure and optimize as needed
Manage cross functional working groups, facilitate meetings and discussions
Develop and deliver compelling presentations and other strategic communications
7+ years of relevant experience within a customer-centric team, eCommerce management, preferably with an omni-channel focus
Strong analytical mindset and ability to interpret data to make recommendations
Proven ability to collaborate effectively and project manage multiple key business partners
Intellectual curiosity, including willingness to dig in and learn more about things
Ability to work in a fast-paced environment, on multiple priorities
Experience or interest in delivering on customer-centric technology strategies
Excellent written and verbal communication skills
Ranked No. 77 in the annual FORTUNE ® 500 Ranking (FORTUNE ® Magazine, June 2017) and recognized as a World’s Most Ethical Company by Ethisphere, MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It’s more than our company structure – it’s our way of life. We are a company of people protecting people. Our company exists because people are willing to share risk and resources, and rely on each other when it counts. At MassMutual, we Live Mutual.
Focus on the Customer: We understand our customers well and look for every opportunity to deliver an experience that is clear, easy, personal, human, empowering and trustworthy.
Act with Integrity: We deliver on our promises by being open, honest and humble and by adhering to the letter and spirit of applicable laws, rules, regulations and company policies.
Value People: We respect and learn from each other’s diverse backgrounds, experiences and ideas. We engage and develop people to their greatest potential.
Work Collaboratively: We work together to achieve results by actively listening, seeking, understanding and creating solutions as a unified team driving toward one company, one culture, one brand.
Achieve Results: We focus on winning by exceeding expectations and getting better – everyone, every day.
For more information, visit www.massmutual.com or find us on Facebook, Twitter, LinkedIn, YouTube, Google+, Instagram and Pinterest.
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.
At MassMutual, we’re fostering an inclusive and dynamic environment where our employees are valued for who they are and can build successful careers. For us, diversity and inclusion is more than a goal, it’s the only way forward.
• 100% rating on the Human Rights Campaign Corporate Equality Index (2018)
• National Association for Female Executives Top Company for Executive Women (2018)
• Disability Equality Index® (DEI) Best Place to Work for Disability inclusion (2018)
• Working Mother Media 100 Best Company (2017)
• Military Friendly Employer (2018)