Zurich Kotak - Marketing Lead - Brand/Social & Customer Experience

Brand & Media Strategy:
- Define and implement the brand roadmap to strengthen Zurich Kotak's market positioning and customer trust.
- Analyze market trends and customer insights to identify growth opportunities. Build and scale integrated marketing strategy across channels.
- Develop integrated media plans across traditional and digital platforms. Align media investments with brand and product priorities.
- Monitor and evaluate the performance of marketing initiatives and brand metrics, providing actionable insights for improvement.
- Ensure compliance with industry regulations and company standards in all marketing activities.
- Manage relationships with external agencies, partners and stakeholders to ensure seamless deliveries.
- Partner with leadership and cross-functional teams to design and deliver impactful campaigns aligned with business goals.
Social Media & Digital Engagement:
- Lead organic and paid social media strategies across LinkedIn, Instagram, YouTube, and Facebook.
- Oversee creation of compelling, meaningful and customer-centric content tailored to platform-specific audiences and emerging trends.

- Leverage AEO/GEO frameworks to optimize social media campaigns for continuous engagement and AI search scalability.
- Monitor performance through analytics tool (Sprinklr), optimizing for reach, engagement, and conversion.
Channel Marketing:
- Design and execute marketing programs for distribution channels (agents, brokers, OEMs, bancassurance, digital platforms).
- Collaborate with sales teams to provide marketing support that drives business growth - lead generation programs.
- Drive partner engagement through campaigns and events. Manage recruitment and activation campaigns in alignment with business needs.
Customer Experience:
- Bring a deep understanding of customer journeys, data-driven insights, and cross-functional collaboration to deliver seamless experiences across digital and physical touchpoints.
- Monitor and report Net Promoter Score (NPS) across touchpoints, and deep dive into detractor analysis and feedback mechanism to translate customer insights into actionable initiatives that elevate overall experience.
- Lead workshops and training sessions to embed customer-first culture across the organization - reduce friction, improve service delivery, and enhance trust
- Partner with Business, operations, and IT to implement customer-centric initiatives that elevate the policyholder's experience leading to loyalty and advocacy.
App Management & Strategy:
- Own the customer app strategy - app lifecycle management, user experience design, analytics ensuring seamless digital experiences that deliver value to both customers and the organization.
- Define app roadmap, features, and enhancements, and oversee app development, launch, updates, and maintenance along with cross-functional collaboration to ensure timely go-lives.
- Collaborate with product and tech teams to improve app usability, engagement, and adoption and benchmark against industry best practices and emerging technologies.
- Monitor app performance metrics (downloads, active users, retention, conversion). Have an analytical mindset with ability to interpret user data and trends.
Required Skills & Experience:
- 12+ years of experience in brand management, social media, customer experience, and communications (B2B and/or B2C) within insurance is preferred.
- Proven track record of leading teams and managing multiple stakeholders in a high-paced environment.
- Ability to translate business objectives into measurable communication strategies.
- Experience with analytics tools (Google Analytics, Power BI, social insights).
- Collaborative mindset with comfort working across functions and geographies.
- Innovative, proactive, and results-driven attitude.
- International exposure or mobility preferred.