Position Overview:

This position will be responsible for managing all aspects of the customer journey to improve customer engagement and customer retention. Included within this role will be a focus on analyzing performance of and optimizing marketing communication. The Customer Loyalty and Engagement Manager reports to the Assistant Vice President of Pet Operations and works collaboratively with the inside and outside sales teams, the claims team, and the customer experience team to identify opportunities to create and add value for MetLife Pet Insurance policyholders to reduce policyholder churn and improve the lifetime value of customers. A successful Customer Engagement Manager has a proven talent and ability to find opportunities in the data, engagement along the customer journey and implement solutions.

Essential Duties and Responsibilities:

• Measure established benchmarks and implement best practices for increasing retention and lifetime value.

• Lead regular reporting on key customer statistics such as cancellations, renewals and satisfaction scores. (Is this this same as above?)

• Help identify trends in customer related metrics and assist in finding opportunities for innovation and improvement.

• Implement marketing strategies to promote engagement, reduce policy churn and increase positive policyholder reviews.

• Develop testing and measurement strategies to continuously optimize engagement and retention across all channels.

• Serve as part of the team that is the internal champion of MetLife Pet’s engagement with its policyholders.

• Collaborate with other team members to ensure consistent application of brand standards across all communication platforms.

• Own all post-sale policyholder communication.

• Daily management of MetLife Pet’s social media channels. This including managing a content calendar, scheduling, posting, responding to comments and/or complaints

• Help create marketing materials, such as white papers, case studies, testimonials and public relations materials

• • Perform all other duties as assigned.

Essential Knowledge, Skills, and Abilities:

• Ability to analyze and solve problems, perform complex tasks and prioritize multiple projects/tasks.

• Ability to analyze qualitative and quantitative data and use that data to develop strategies to improve customer engagement and retention.

• Proficient in MS Excel with experience using pivot tables and statistical analysis

• Strong work ethic with the ability to self-start, prioritize, and multi-task.

• Excellent written and verbal communication skills.

• Passion for data-driven decision-making and driven to help our business succeed.

Beneficial Knowledge, Skills, and Abilities:

· Knowledge of or previous experience in the insurance industry

· Experience with Adobe Creative Suite

Education/Experience:

· Equivalent to a bachelor’s degree preferred

2 to 3 years’ experience in a marketing analytical and/or strategic role

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.