Retail Direct Manager

Job title: Retail Direct Manager

Company: Oman Insurance Company

Job description: Job Title Retail Direct Manager
Location Deira , AE
Organization Name Marketing and Retail Direct
Department Description
Brief Description
Detailed Description

The role manages the following most important aspects of the retail direct unit under consumer lines reporting to the Head of Retail Direct and Marketing.

Lead and drive e-commerce business through all company-owned websites for individual retail products.

Outbound Call Centre Management – Drive the sales outbound call center to meet the new business target, Drive retention/renewals of the overall direct portfolio for individual consumer line products.

Job Requirements

E-Commerce Strategy

Meet the E&M Commerce GPW target

Manage the online digital agency and all online marketing activities which includes Search Engine Marketing, Search Engine Optimisation, Email, and SMS campaigns, etc.

Implement a new E-commerce website in collaboration with ET & Marketing.

Enhance the overall D2C site for the sale of consumer line products, simplify user experience & journey, and implement the best web practices, create web business requirement documents.

Manage day to day, monthly, and year-round web analyses and implement tactical and strategic initiatives, promotions to ensure web traffic, leads, and sales are optimized including ownership and management of Ecommerce websites

Manage the Design & Aesthetics, Content, Navigation, Information Architecture, Web Branding/Marketing, Performance, and Functionality of the website.

The jobholder will work with peers across other Channels, Marketing, IT, and Finance to ensure set KPI’s are met, OIC’s web strategy is delivered, and ensure OIC stays ahead of the market in the Digital space.

Digital Marketing

Boost the effectiveness of existing business models through digital approaches and tools and to develop new revenue streams

Set a culture of iterative improvement where digital teams (via agency) continually test and evolve the model to ensure growth ahead of the competition.

Ensure effective multi-channel online marketing campaigns to achieve country-wise traffic & web lead generation targets by destination & office.

Establish OIC as the leader in the digital space by ensuring high quality and customer-focused digital content.

Improve ROI through organic growth (SEO), content marketing, and optimization of paid campaigns

Lead the organization to drive successful digital process automation, establish well-defined processes by working collaboratively with teams throughout the business

Build effective crowdsourcing platforms, social connectivity, build communities and create mechanisms to deliver content and offers across all relevant channels to build engagement with IDP’s customers and wider communities

Drive the establishment and implementation of the right e-commerce platform for all OIC’s business lines to deliver required business results

Ensure offerings appeal to target audiences through design orientated content approaches and search engine optimization

Identify interesting digital opportunities, test and execute appropriately

Retention

The role requires the individual to strategize and drive the retention business for the direct channels which include all distribution channels such as Branches, Call centers, E-commerce, Major Accounts, etc.

Achieve a retention rate of 65% + for Motor Retail Directs channels (Branches, Call center & E&M)

Closely monitor renewals happening on the website, take steps to simplify the renewal journey of the customer.

Automate processes to ensure the seamless function of the renewals unit such as automatic sharing of renewal base, reports on understanding agent wise and month wise performance.

Strategize multiple campaigns on non-renewals data to enhance the renewal ratio.

Ensure seamless flow of renewal notices on CRM – Ensure maximum closures on renewals.

Sales Contact Center

Manage the entire relation with Data Direct (outsourced call center) including the renewal process which is approximately 20+ seats by:

Supporting the Head of Retail to develop a call center strategy for Oman Insurance.

Strategize and implement cross-sell/upsell strategies at the call center.

Manage all day to day operational activities at the outbound call center – for both renewals and new business. (Invoices, Incentives pay-outs, etc.)

Ensure the team at the call center has a proper hands-on product and system training.

Ensure adequate headcount is available at the call center for all processes – proper manpower/headcount planning to be done.

Ensure web inquiries are followed up in defined TAT to drive higher conversions

Ensure the contact centers deliver an excellent customer experience and deliver results by integrating it fully into online marketing, marketing automation, and the counseling experience

Financial Management

Manage budget. resource and campaign allocations effectively to deliver business priorities

Exercise appropriate stewardship over OIC’s assets and intellectual property

Expenditure is in line with agreed budget and business priorities

Web, CRM and Reporting

Lead complete website operations (CMS and all B2C transactional pages) Oversee and own IT-related changes to the website

Make effective use of analytics to evaluate the effectiveness of lead generation & nurturing campaigns

Ensure that clear reporting is in place for KPIs and metrics to enable the business to iterate and improve. Trends, concerns, and opportunities are reported back to management in a timely and effective manner.

Digital Enhancements

Create BRD’s for various digital programs/campaigns.

Facilitate end-to-end conversion test launch and targeting process: test/targeting outline, creative design, code development, QA, launch, analysis, findings deliverable, and results from communication.
Additional Details

At least 12-14 years of comprehensive Digital and Direct Marketing experience including strong experience in managing telemarketing units.

Experience in E-Commerce, Insurance, or Finance industry.

Possess significant expertise & experience to lead Enterprise-wide Digital & Social Initiatives

Proven track record of leading cross-functional teams focused on conceiving & implementing large Digital & Ecommerce Projects

Well versed with Direct Marketing aspects, P&L management, Call Center

Thorough knowledge and understanding of Adwords, Search Engine Optimisation, and other digital marketing activities (Google Ad words/ Analytics Certified)
How To Apply
Amount of Travel
Work At Home

Skills

Skill Minimum Level Maximum Level Desirability
No results found.

Expected salary:

Location: Deira, Dubai

Job date: Sat, 12 Dec 2020 06:32:26 GMT

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