AVP - Customer Service - Cross Sell & Upsell Strategies - Life Insurance (8-15 yrs)

4 weeks ago


Mumbai, India iimjobs Full time

AVP - Customer Service - Cross Sell & Upsell Strategies - Life Insurance


Key Focus areas:

- Driving and Implementing successful Cross-sell & Upsell Strategies across identified touchpoints.

- Develop, execute a comprehensive cross-sell, and upsell strategy aligned with the company's business objectives and customer segmentation.

- Collaborate with the Projects, Compliance, Marketing and Underwriting team, team to develop targeted campaigns and promotions to support cross-selling and upselling efforts across assisted and digital touchpoints.

- Analyze customer data, self-service portal, and digital touchpoints traffic, contact center interactions, and sales performance metrics to identify cross-selling and upselling opportunities to existing customers.

- Conduct market research to identify best-practices adapted to boost cross-sell and upsell opportunities.

- Develop and implement targeted campaigns and promotions to drive cross selling and upselling initiatives, leveraging upon assisted as well as digital touchpoints.

- Work closely with the Contact Center team to train and educate them on cross-selling and upselling techniques, providing them with the necessary tools and resources to enhance selling skills and product knowledge.

- Implement sales scripts, call guides, and other tools to assist contact center agents in promoting additional products and services.

- Establish performance metrics and key performance indicators (KPIs) to monitor the effectiveness of cross-selling and upselling initiatives across channels.

- Analyze campaign performance and customer response data to measure success, identify trends, and make data-driven recommendations for improvement.

- Develop customer segmentation strategies and personalized messaging for cross-selling and upselling efforts.

- Monitor industry trends and competitor activities related to cross-selling and upselling, staying informed about best practices and emerging opportunities.

- Provide regular reports and presentations to senior management, highlighting the impact of cross- selling and upselling efforts on revenue growth and customer retention.



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