21 days old

Campaign Management Consultant

Warwick, RI

**Campaign Management Consultant**

**LOB/ Global Function:** **P&C, Americas**

**DEPARTMENT:** **MetLife Auto & Home:** This role is part of MetLife Auto & Home (MLAH), a key component of the Americas business. MLAH designs, manufactures and distributes proprietary Property and Casualty insurance products through multiple distribution channels including Retail (Career Agent, Independent Agent, MPCG Alliance), GVWB and Direct channels.

**SUBDEPARTMENT (if applicable):** **Product Operations**

**LOCATION:** **Warwick, RI, USA**


The Campaign Management Consultant is a newly created role responsible for designing, developing, implementing, tracking and managing all existing and future MetLife Auto & Home (MLAH) customer campaigns aimed to grow our margins and customers. There is the expectation that the incumbent will drive these results not only by translating business requirements into data-driven campaign segmentation strategies but also by deriving trends from performance data to support business decision-making and providing actionable recommendations to further define and revise ongoing and future campaigns.

This is a hands-on, detail oriented role that has to work and partner with senior leaders across the MetLife Auto & Home, IT, Product, Marketing and external vendors. In this sense, this professional is responsible for increasing MLAHs customer lifetime value through upsell, cross-sell, referral and retention campaigns as well as loyalty and engagement tactics.

This role is also responsible not only for customer segmentation, data analysis and cleansing but also for developing functional specifications while programing campaign requirements if needed. The candidate will also define tracking rules and metrics to support performance management while identifying and mitigating campaign risks and issues.

This is a fast-pace, agile-based environment that requires working cross-functionally with internal and external partners. This ability to handle several campaign projects simultaneously will be essential in this role, as well as strong communication and project management skills.

**Key Relationships:**

Reports to: Customer Journey Management (Mana Doran)

Direct Reports: None

Other Key Stakeholders: AVP Customer Engagement and Digital Optimization, VP Product Management, SVP Countrywide Product Management, AVP Product Development, VP Group Distribution, SVP Agency Sales Distribution, VP Claims, VP Customer Service Center

**Key Responsibilities:**

+ Responsible for designing, developing, implementing and managing new upselling, cross-selling, retention and referral campaigns as well as loyalty and engagement tactics following a test & learn approach

+ Responsible for defining campaigns performance metrics and rules as well as for tracking and monitoring their performance by leveraging MLAHs campaign management platform

+ Communicate campaigns status and results updates to business partners, system stakeholders and production managers

+ Apply an expert understanding of business needs, goals, and challenges and connect them to the campaigns in order to tell a single story and develop tactics and functional specifications that can be executed in our campaign management platform

+ Constantly analyze campaign results and metrics to identify any improvement opportunities and take any actions needed

+ Work closely with MLAH Customer Data & Analytics team in order to develop and leverage any predictive models that could improve campaign results

+ Provide recommendations and coordinate implementation of customer contact management solutions and rules aimed to simplify and improve customer experience

+ Identify technical issues within the campaign management platform and manage resolutions with IT or our external vendors

+ Provide campaign data environment architecture recommendations if needed

+ Ad hoc analysis and researchincluding market and competitors to support the identification and sizing of growing business opportunities through campaigns

+ Provide feedback and recommendations that can help us improve the quality of MLAH customer database storing, usage and reporting capabilities

+ Partner closely with IT, Marketing, Product and other key stakeholders to ensure quality, effectiveness and timeliness of campaign deliverables and results

+ Apply a customer-centric lens to any problem and advocate the "customer" view **CANDIDATE QUALIFICATIONS:** **Business Knowledge/Technical Skills:**

+ Passion for the Customer; commitment to creating value through consistently excellent engagement

+ 5+ years of relevant experience including proven track record as business or systems analyst in campaign management and/or database management and analytics

+ Proven experience with campaign management applications such as UNICA preferred

+ Proven understanding of data analytics and marketing optimization using business intelligence and/or statistical tools to query and interpret data (Business Objects, SAS, Modeler, SQL, SPSS, etc.)

+ Must operate strategically, while leveraging the tactical skills to manage day-to-day business needs

+ Excellent project management skills; able to deliver projects with consistent high quality and on time

+ Willingness to 'roll up your sleeves' and perform tasks to get the job done efficiently and effectively

+ Cross-functional team player, and collaborator with excellent communication, influencing, and relationship-building skills at all organizational levels

+ Ability to triage issues and provide creative solutions to streamline operations

+ Intermediate or above knowledge of Microsoft Office; Excel, PowerPoint and Word

+ Undergraduate degree preferred

+ **Leadership Competencies:**

+ **Thinks Strategically -** Sets direction aligned to the companys strategy, applying external and global perspective to meet local and global needs.

+ **Motivates People** - Gains people commitment to achieve business objectives through clear communication of the companys vision and flexing leadership styles to inspire high performance.

+ **Creates Partnerships** - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.

+ **Grows Talent** - Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.

+ **Models our Values** - Creates a culture that promotes the companys values and standards through role modeling, accountability and ownership of decisions.

+ **Focuses on Customers** - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.

+ **Drives Results** - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.

MetLife is a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

**For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.**


  • Customer Service
  • Management
  • Information Technology
  • Legal
  • Marketing
  • Retail / Wholesale

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Campaign Management Consultant

Warwick, RI

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