Omnichannel Commercial Lead

Location
- Brussels or Hong Kong
- Full-time employee contract

Our organisation

**Ageas**is a listed international insurance Group with a heritage spanning of 200 years, offering Retail and Business customers Life and Non-Life insurance, and is also engaged in reinsurance activities.

**As an international insurance company, Ageas concentrates its activities in Europe** (Belgium, the UK, Portugal, Turkey) **and Asia** (China, Malaysia, India, Thailand, Vietnam, Laos, Cambodia, Singapore, and the Philippines) through a combination of wholly owned subsidiaries and long-term partnerships with strong financial institutions and key distributors. Ageas **ranks among the market leaders in the countries in which it operates**. It represents a staff force of about 50,000 people and reported annual inflows of over EUR 17 billion in 2023.

Your function
- **Develop and Implement Omnichannel Strategies primarily for the Bottom of the Funnel** (from lead generated to sales conversion). Creates and executes strategies that ensure a seamless customer experience in an omnichannel approach i.e. by integrating traditional and digital channels (including online, hybrid, mobile, call centers, and in-person interactions).
- **Customer Journey Mapping.**Analyzes and maps out customer journeys to identify pain points and opportunities for improvement.
- **Data Analysis and Insights.** Utilizes data analytics to understand customer and user behavior and preferences, and uses these insights to optimize omnichannel strategies.
- Works closely with the Growth Hacker in the team to tackle together the marketing funnel end-to-end, as well as with marketing, sales, IT, and customer service teams at the operating companies to ensure alignment and integration of omnichannel initiatives.
- **Sales channel management.** Co-leads omnichannel MVPs with relevant operating company sales team leads. Design, develop and implement effective sales force selection and onboarding processes, training and incentive schemes, activity and performance management dashboards, sales tools and toolkits for the sales force.
- **Technology Integration**. Oversees the integration of various digital tools and platforms lead by the Tech Director, developed by the UI/Front-end Developer, to support omnichannel efforts.
- **Performance Monitoring.**Tracks and reports on the performance of omnichannel initiatives, making data-driven recommendations for continuous improvement.
- **Customer and user feedback.** Gathers and analyzes customer and agent feedback to refine and enhance the omnichannel experience.
- Reports to the Business Development Director, with functional reporting line to the Regional Director Tech & Digital (if HK location).
- **Advice / ad-hoc research capacity. Conducts quantitative and qualitative research**and analyses and presents conclusions on important business critical topics **related to omnichannel insurance journeys**. Leverages the power of an excellent internal network (knowledge of experts, projects) as well as a broad external network (academies, consultants, service suppliers,) to facilitate this.
- **Knowledge Sharing & Transfer. Identifies best practices in omnichannel way of working with next-gen partnerships in operating companies or outside of Ageas**. Monitors key initiatives and shares relevant outcome.
- **Facilitates implementation of these best practices across the companies**, to optimise the quality, effectiveness, and efficiency in realising strategic growth objectives.
- Reports to the Business Development Director, with functional reporting line to the Regional Director Tech & Digital (if HK location).

**Profile**:
**Must have** [minimum 4]:
- Great person to be around, with a curious and growth mindset
- Master’s degree (Marketing, Business, Information Technology or related)
- Minimum 3-5 years of relevant working experience in an omnichannel role within the financial industry
- Strong analytical skills to analyze data and derive actionable insights
- Available and eligible to work in Brussels or Hong Kong, or at least willing to relocate

**Should** [minimum 3]:
- Strong communicator who understands the difficulties of leading change and is culturally aware
- Relevant experience in managing projects and coordinating with multiple stakeholders in an international context
- Demonstrated track record in large-scale omnichannel projects and/or digital transformation of traditional channels (bancassurance advisory, agency), leading sales teams and partnership with various stakeholders
- In-depth knowledge of the financial/insurance industry and its regulatory environment

**Could** [minimum 2]:

- A high degree of user empathy and actively seek to test, learn, and iterate based on user feedback
- Proven experience or affinity in one of the following areas: contact center, call center, agency or bancassurance sales support, e-commerce platforms, digital marketplaces
- Open-minded professional with the ability to explain