Customer Engagement Manager

Description and Requirements
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
The salary range for applicants for this position is 53,000 - 65,000.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
If you need an accommodation due to a disability, please email us at [email protected]. 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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.
53,000 - 65,000