Customer & Client Engagement Marketing Analyst

1 week ago

Nairobi, Nairobi Area, Kenya The Cigna Group Full time
The job profile for this position is Marketing Communications Analyst, which is a Band 2 Senior Contributor Career Track Role.

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Job Purpose/ Description / Objective

Cigna Healthcare, International Organisations Health, has an excellent opportunity for a Customer Client Engagement Analyst in the Marketing team. The role is to design and deliver compelling engagement campaigns, content and events to drive engagement and favourability.

You'll work closely with the wider marketing team, our commercial and business teams to define, plan and execute campaigns. You'll ensure these campaigns meet Legal, Compliance and Brand communication guidelines. These are key responsibilities which have a direct impact on Brand strength as well as customer value and profitability.

Who are we?

International organisations play a crucial role in making our world a safer and fairer place to live in. By championing issues such as human rights, environmental protection, humanitarian aid and social justice, they give the vulnerable a voice and hold governments to account. And at a time of unprecedented global uncertainty, their work is more important than ever.

These organisations are operating in a complex environment, so giving their staff guaranteed access to quality healthcare is a must. We work in partnership with many IGOs, NGOs and governments who rely on us to protect their employees and help them to improve their health and vitality.

In this role you will be responsible for:

  • Development of customer and client engagement campaigns based on business needs and projects. Some examples could be:
    • Inform customers on new technologies.
    • Utilisation campaigns.
    • Implementation of cross-sell/up-sell programmes.
    • Customer journey mapping.
    • Creation of onboarding and renewal journeys.
    • Support with in-life product marketing campaigns.
  • Support new client implementations with relevant communications.
  • Translation management for communications and client and customer facing assets.
  • Manage partnerships with agencies to lead the design, implementation, and optimisation of best-in-class, content, assets, and activation activities for our clients and customers.
  • Align and partner with our global marketing centres of excellence (CoE):
    • With the customer engagement CoE to establish benchmarks of success, to consistently measure and assess the effectiveness of our campaigns, and to tailor their global campaigns to fit the needs of our local audiences.
    • With the research & insights CoE for the set-up of tailored customer and/or client research and to translate their global NPS insights into local activities and actions.
  • Own our customer focused content and align with various business teams to keep these assets up to date.
  • Source and develop customer testimonials and stories and activate them through campaigns.
  • Support and work together with the wider marketing team for the development and execution of in person/virtual events with our clients to drive engagement and retention. (merchandise & gadgets sourcing, communications, logistics support,...)
  • Support communications campaigns towards providers.

Skillset & requirements

  • Experience of working in an international business preferred
  • Experience of working in financial services or healthcare preferred but not essential
  • Ability to drive and work constructively with cross-functional partners
  • Strong communication skills
  • Preferably some experience in customer engagement campaigns and/or communications.

What can you expect:

  • You join a dynamic and motivated marketing team consisting of a Marketing Director, go-to-market manager, a brand and communications manager a graphic designer, and digital marketer.
  • You'll report into the Brand, comms & Customer engagement manager.
  • Hybrid working, with office in Nairobi.

Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link.

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