Manager-Customer Communication

Role Overview: At Prudential Health India (PHI), as the Customer Communication Manager, your role will involve overseeing all customer communication strategies and initiatives throughout the customer lifecycle. You will be responsible for ensuring clear, consistent, and effective communication with customers across various voice/no-voice channels, aiming to enhance customer experience, satisfaction, and loyalty. Your typical week will include developing and implementing comprehensive communication strategies, collaborating with stakeholders for consistent messaging, utilizing customer communication platforms for automation and personalization, monitoring feedback metrics for improvements, creating communication templates/resources, handling escalated inquiries, and staying updated on industry trends. Key Responsibilities: - Develop and implement comprehensive communication strategies to improve customer engagement, satisfaction, and overall experience. - Collaborate with various stakeholders to ensure consistent messaging and information dissemination. - Utilize customer communication platforms like CleverTap and MoEngage to automate and personalize customer interactions. - Monitor and analyze customer feedback and communication metrics to identify areas for improvement. - Create and maintain communication templates, FAQs, and other resources to support customer interactions. - Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. - Stay updated on industry trends and best practices in customer communication and health insurance. Qualifications Required: - Minimum of 5 years of experience in customer communication or customer service, preferably in the health insurance industry. - Excellent written and verbal communication skills. - Proficiency in using customer relationship management (CRM) software and customer communication platforms like CleverTap and MoEngage. - Ability to analyze data and generate actionable insights. - Strong problem-solving skills and attention to detail. - Preferably a master's degree in marketing or a relevant field. Additional Details: Location: Mumbai Company Overview (if available): Prudential Health India (PHI) is on a mission to make Indians healthier while bridging the health protection gap. It is a Zero to One team dedicated to deploying a greenfield health insurance initiative in India, focusing on creating customer-centric journeys and offering a differentiated, bespoke experience. PHI aims to empathize with customers and provide innovative solutions to improve their health and well-being.,