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AVP, Customer Experience & Performance Marketing in Jersey City, NJ at Chubb Group of Insurance Companies

Date Posted: 6/14/2018

Job Snapshot

Job Description

AVP, Customer Experience & Performance Marketing
Chubb is the world's largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. Chubb serves the property and casualty insurance needs of businesses of all sizes in a broad range of industries.  We also provide specialized insurance products, such as personal accident, supplemental health, and life insurance, to individuals in select countries.  Our reinsurance operations include both property and casualty and life.
The Assistant Vice President, Customer Experience & Performance Marketing, will craft, deploy, measure and optimize data-driven marketing and customer engagement campaigns – driving both effectiveness and efficiency. (S)he will be charged with building strategies, linking marketing investment and customer engagement to business outcomes, and ultimately attracting, retaining and growing profitable business through attribution models.

Will partner with both the Global Communications Team and the NA Commercial and Product Line Marketing Teams – leveraging all assets and resources – to drive customer journeys from awareness and consideration to engagement and conversion. 
Reporting to the SVP, North America Digital Marketing Lead, this person will play a key role in developing a long-term digital marketing vision, strategy and roadmap. (S)he will demonstrate a bias-for-action – generating ideas, driving change and rolling out the Chubb digital marketing agenda iteratively with her/his stakeholders.

The ideal candidate will be an experienced digital professional with proven success in both strategy and execution, and specific expertise in demand generation and performance marketing.

Specific Responsibilities:
  • As part of the NA Marketing & Communications Digital Center-of Excellence, contribute day-to-day guidance and thought-leadership in developing, activating and measuring integrated, omni-channel campaigns across brand and business lines – driving new business and cross-sell, and ultimately leading to qualified leads and submissions.
  • Optimize the Chubb customer (e.g. agents, brokers, clients, prospects, etc.) experience and focus ruthlessly on conversion behaviors linked to business outcomes – driven by audience-centricity, data-driven journeys and real-time intelligence.
  • Support the implementation of audience profiling and development, along with customer journey optimization across critical digital touchpoints and channels – including paid social, programmatic display and video, email, SEO, SEM, web, etc.
  • Lead tagging, marketing analytics, KPI design and measurement – with a focus on behavioral metrics, and an impatient eye toward tracking ROI and attribution, and linking marketing activation to revenue goals.
  • Leverage business intelligence to inform purpose-driven content strategies – mapping content opportunities and needs across platforms, channels and the full-funnel customer journey.
  • Influence and support web-/microsite development and audience engagement as part of the broader digital ecosystem, including design, content, functionality, SEO, UX, tagging, analytics, reporting, etc.
  • Participate in the evolution of the broader marketing technology ecosystem, including marketing automation, CRM, ESP, DMP, data warehouse, etc.
  • With SVP, North America Digital Marketing Lead, spearhead change management and training among key internal stakeholders, and drive a consistent approach to digital strategy and across business lines ensure efficiency and synergy.
  • Manage third-party resources to ensure the achievement of business objectives, and collaborate with key internal stakeholders – including Commercial and Product Line Marketers, North America Communications and Marketing Team, Field Operations, Global Digital Business Team, IT and Global Corporate Communications – to ensure the highest impact of marketing campaigns and effective management of unanticipated developments.
Skills & Experience:
  • Strategy & execution: demonstrate experience and success in creating and driving business and customer strategy, as well as in integrated, digital campaign activation and measurement.
  • Business growth: demonstrate the ability to drive business growth through digital, omni-channel marketing campaigns.
  • Analytics: exhibit leadership in data marketing analytics – building KPIs, optimizing campaigns toward business-driven metrics, and driving recommendations through data analysis and insights.
  • Inbound marketing: be able to build, lead and activate inbound marketing strategies with a focus on content, SEO and social media.
  • Personalized customer experience: demonstrate leadership in audience segmentation, targeting and customer journey mapping.
  • Content: be able to leverage analytics and insights to drive content needs and contribute to robust full-funnel content strategies.
  • Vision & change management: be able to craft short-term priorities through the broader lens of long-term business opportunities, and demonstrate the initiative to drive those opportunities in the organization.
  • Testing your way into budget: be adept at activating new ideas, capabilities and opportunities – with key stakeholders – on a pilot basis, proving business value and scaling them up accordingly.
  • Partner Management: demonstrate the ability to manage third-party partners and agencies, and oversee marketing budgets.
  • Marketing Technology: demonstrate proficiency and curiosity in a range of digital marketing tools.
    • Web analytics (Google Analytics Premium)
    • Email service providers (Salesforce Marketing Cloud)
    • Social programmatic (LinkedIn, Facebook, Twitter)
    • Business intelligence platforms (Tableau, Datorama)
    • Content management systems (Crown Peak)
    • Social analytics (Salesforce Social Studio)
    • Tag management systems (GTM)
    • DSPs (DBM)
    • DMPs (BlueKai, Krux)
    • A/B testing platforms (Optimizely)
    • Campaign management tools, ad serving & asset tracking (DCM)
    • HTML basics

  • Bachelor’s degree required
  • 4-5 years of experience in digital, demand-based marketing in a B2B vertical, preferably commercial insurance or financial services
  • Demonstrates a love of learning, an innate intellectual curiosity, a passion for driving change and a desire to change paradigms
  • A resourceful, independent self-starter, who enjoys rolling up his her sleeves to tackle challenges
  • Demonstrates high emotional intelligence; a highly collaborative, team player
  • Demonstrates strong project management skills, with the ability to manage multiple projects simultaneously in a fast-paced and matrixed organization
  • Displays a bias for action and an impatience for results, while driving value and solutions for his/her stakeholders and adeptly influencing without authority
  • A superb written and verbal communicator – who can clearly articulate often complex topics in relevant way

Chubb offers a competitive compensation package and comprehensive benefits package including life, health, dental, vision, a generous retirement savings plan, disability coverage, stock purchase plan, flexible spending accounts, and tuition reimbursement. Chubb is an equal opportunity employer and our employment decisions are made without regard to race, color, religion, age, gender, national origin, disability, handicap, marital status, or any other status or condition protected by Federal and/or State laws, except where bona fide occupational qualifications apply.
For additional information about Chubb or its services, please visit our website.