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

Description

• Driving and Implementing successful Crosssell & Upsell Strategies across identified touchpoints.
• Develop, execute a comprehensive crosssell, 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 crossselling and upselling efforts across assisted and digital touchpoints.
• Analyze customer data, selfservice portal, and digital touchpoints traffic, contact center interactions, and sales performance metrics to identify crossselling and upselling opportunities to existing customers.
• Conduct market research to identify bestpractices adapted to boost crosssell 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 crossselling 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 crossselling and upselling initiatives across channels.
• Analyze campaign performance and customer response data to measure success, identify trends, and make datadriven recommendations for improvement.
• Develop customer segmentation strategies and personalized messaging for crossselling and upselling efforts.
• Monitor industry trends and competitor activities related to crossselling 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.