PHI - Lead- Martech

Prudential’s purpose is to be partners for every life and protectors for every future. Our purpose encourages everything we do by creating a culture in which diversity is celebrated and inclusion assured, for our people, customers, and partners. We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.

Prudential (UK) in partnership with the HCL group plans to set-up a standalone Indian health insurance company to address the growing healthcare needs of the Indian consumer. This joint venture will combine Prudential's global expertise in insurance and financial services with HCL Group’s experience in technology and healthcare solutions.

Prudential, with its longstanding presence in India, already operates two leading businesses in life insurance and asset management with the ICICI Group. Prudential was also the proud sponsor of the 1983 Cricket World Cup, India’s first World Cup Victory!

Prudential Health India is a Zero to One team undertaking a no-legacy, greenfield health insurance deployment in India, building journeys that truly empathize with the customer and offer a differentiated experience.  

To partner with us in this mission, we are looking for a talented Martech - Lead to join our Marketing team in Mumbai.

Your typical week will include the following:

Managing marketing specific automation tools to devise strategies and optimise marketing processes, including CEP (Whatsapp, Email, SMS/RCS), CRM (lead management (lead generation, nurturing, scoring), customer journey orchestration across web/app platforms, A/B testing and segmentation, AI/ML data modelling and analytics, UAT. Handle day-to-day troubleshooting and optimization of integrations across marketing platforms. Handling modern communication tools, technologies, and advanced analytics, enhancing the overall digital marketing strategy and operational efficiency.

• Oversee the development, implementation, and maintenance of digital platforms, including websites, mobile apps, customer portals and chatbot interfaces. Ensure platforms are user-friendly, secure, and compliant with industry regulations.
• Analyse data from digital platforms to identify trends, customer behaviours, and areas for improvement. Generate reports to inform strategic decisions and enhance customer experience.
• Develop strategies to improve the digital customer journey, ensuring seamless interactions and satisfaction. Implement feedback mechanisms to continuously refine and enhance digital services
• Develop and manage chatbot and conversational AI solutions to optimise customer acquisition and enhance customer support and engagement. Integrate chatbots with platforms like WhatsApp / Web / App to provide seamless customer experience. Continuously monitor and improve chatbot performance based on user feedback and analytics
• Implement and manage WhatsApp as a communication channel for customer interactions. Ensure WhatsApp communications are secure, compliant, and integrated with other digital platforms.
• Develop and implement AI/ML models to predict lead propensity and customer disposition. Analyse customer data to identify high-potential leads and tailor marketing strategies accordingly. Continuously refine models to improve accuracy and effectiveness in lead generation and customer retention.
• Knowledge of content management systems (CMS), Digital Asset Management (DAM) Platforms, and Experimentation and Personalization Platforms.
• Lead and manage end-to-end Martech projects, from requirement gathering, process flows, user guides to final delivery.
• Leverage knowledge of APIs, databases, and SQL to customize, troubleshoot, and enhance system capabilities.
• Work closely with the cross functional teams, and specifically Tech teams to understand business objectives and translate them into actionable Martech solutions, and ensure timely execution  
• Knowledge of data protection laws and compliance (DPDP, GDPR, CASL, etc.). Ensure all digital platforms comply with health insurance regulations and data privacy laws. Implement robust security measures to protect sensitive customer information.
• Work closely with the systems, databases, and resources to source quantitative and qualitative data to support the update and ongoing maintenance of various marketing collaterals and websites.
• Identifying/executing new and impactful ways to enhance the efficiency and scalability of the marketing platforms and provide tactical support for data, website, and integration projects
• Collaborate across teams, both internal and external, to support the launch of new products and the execution of product action across platforms web, app, chat / whatsapp
• Stay updated with the latest digital trends and technologies to continuously improve platforms. Propose and implement innovative solutions to enhance operational efficiency and customer engagement.

You could be the right candidate if you have

• Master's degree in marketing, Communications, Information Technology, or a related field.
• Minimum of 5 years of experience in Martech / Digital Platform Management, preferably in the health insurance industry.
• Deep understanding of Martech applications, including platform architecture, APIs, and best practices. Familiarity with web development frameworks and tools such as Flutter, React, Angular, Gatsby, or Next.js. Experience with CI/CD pipelines, DevOps practices, workflow analysis and agile methodologies.
• Excellent analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.
• Experience with HTML, CSS, and JavaScript is a plus.

This could be the gig for you if you…   

• Are passionate about consumer behavior and culture; enjoy spending time with customers to understand what they want. Have an attentive ear to listen to new ideas.  
• Join hands with other colleagues to solve for the customer.
• Have the ability and willingness to be hands-on with strong attention to detail.
• Can work independently and handle multiple concurrent initiatives.
• Like to work in a culture where everyone can see what others are doing.  
• Take help from others when stuck and encourage others when there are setbacks.
• Take full responsibility for your team’s contribution output while thinking wing-to-wing across the organization.
• Are passionate about setting up best-in-class capabilities from scratch  

Location: Mumbai  

Title: Lead - Martech

Prudential is an equal opportunity employer. We provide equality of opportunity of benefits for all who apply and who perform work for our organisation irrespective of sex, race, age, ethnic origin, educational, social and cultural background, marital status, pregnancy and maternity, religion or belief, disability or part-time / fixed-term work, or any other status protected by applicable law. We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.