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Liberty Mutual Marketing Customer Engagement Program Manager in Boston, Massachusetts

Are you ready to grow your career at a Fortune 100 company and create best-in class customer experiences? Then join the Customer Engagement Marketing team as a Program Manager!

Customers expect their insurance company to provide exceptional benefits, customized coverage, and a seamless online experience. They want to understand their coverage and have their policy information at their fingertips.

As the Program Manager on the Customer Engagement team, you will enhance the customer experience in the following ways:

  • Develop initiatives that address top customer needs.

  • Increase digital adoption and awareness by educating customers on the latest online capabilities.

Your programs will contribute to the main KPIs including retention, digital adoption, and cost savings. This role provides a unique opportunity to work cross-functionally and lead the strategy to develop highly visible programs that drive retention and digital engagement.

  • *

General Responsibilities:

  • Identifies, develops, manages and implements a portfolio of customer engagement programs including direct mail and email.

  • Manages programs to meet organizational needs and exceed KPI goals.

  • Thinks broadly to develop integrated customer experiences across various touchpoints and teams.

  • Works with wide range of partners across the organization to develop integrated programs that address customers’ needs, drive retention, and increase digital adoption.

  • Partners with internal and external creative agencies to develop email and direct mail communications.

  • Partners with senior team members and manager to establish and evaluate metrics and performance benchmarks for all marketing communication programs.

  • Evaluates success of programs by tracking KPIs; make recommendations to optimize programs through leveraging insights.

  • Communicates the latest digital enhancements and capabilities to improve customer experience and drive retention.

  • Leverages highly effective project management skills to drive complex cross-functional programs.

  • Demonstrates highly effective written and verbal communication skills with peers and leadership; represent the Marketing organization to internal and external stakeholders including senior leadership.

  • Supports the management of budgets and contracts.

Qualifications:

  • Bachelor's degree (with a concentration in Marketing, Business Administration or Communications preferred) or equivalent experience required

  • 7 years of relevant experience within a digital marketing-driven or customer-centric organization

  • Strong analytical mindset and ability to interpret data to make recommendations

  • Proven track record of ideating and launching successful marketing initiatives

  • Proven ability to collaborate effectively and project manage multiple key business partners

  • Intellectual curiosity, including the willingness to dig in and learn more

  • Excellent written and verbal communication skills, including advanced PowerPoint and the ability to present confidently to influence others

  • Ability to work in a fast-paced environment and manage multiple priorities

  • Must be detail oriented

  • Experience or interest in delivering customer-centric strategies

  • Experience with relevant Marketing technologies, including Email Marketing, Direct Mail Marketing, Social Marketing, Customer Relationship Management, Content Management, and Data Management Platform

Benefits:

We value your hard work, integrity and commitment to positive change. In return for your service, it’s our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please visit:https://LMI.co/Benefits

Overview:

At Liberty Mutual, we give motivated, accomplished professionals the opportunity to help us redefine what insurance means; to work for a global leader with a deep sense of humanity and a focus on improving and protecting everyday lives. We create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued and their growth championed.

We’re dedicated to doing the right thing for our employees, because we know that their fulfillment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.

Job: *Marketing & Communications

Title: Marketing Customer Engagement Program Manager

Location: MA-Boston

Requisition ID: 105586

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