Director of Channel Management
Woodbridge Township , New Jersey
October 16, 2017
Prudential Retirement's mission and strategy will focus on building lasting relationships with all our individual customers. The newly formed Workplace Individual Solutions team will deliver service, education and solutions to our individual customers in order to help fulfill their overall financial wellness needs. In an effort to support the mission, we are searching for a dynamic leader to create the strategy and optimize the individual customer delivery channels. This includes migration of interactions to more efficient channels, optimization of those channels and improving the customer experience. This leader will create metrics and initiatives that track and align to channel optimization. This leader will be responsible for the following:
  • Creating and executing on channel strategy, scope and initiatives that will lead to cost efficiency and improved customer experiences
  • Establishing & managing channel budgets and process
  • Realizing stated savings per year for three years through channel efficiencies
  • Monitoring and reporting on budget vs. actuals by major function, group and manager
  • Forecasting actuals and projected benefits and partners with finance to ensure projections are included in financial forecasts and multi-year plan
  • Creating value for customers and influencing behaviors that lead to providing and authorizing emails, mobile numbers and increased online engagement
  • Creating governance policy and protocols for content change control, contract revisions and channel migration efforts
  • Sponsoring and promoting migration efforts of letters, forms and other print to more efficient channels, as well as digitization and print reduction best practices
  • Creating tools and metrics that drive business decisions and prioritize opportunities
  • Partnering with all business lines, functions and appropriate teams to document workflow and drive quality & efficiencies
  • Partnering with Legal, Risk and Compliance to ensure appropriate measures are implemented for adherence to all governing bodies
  • Implementing new delivery channel (video chat, one-way, two-way texting, social channels) and new client acquisition
  • Communicating and creating buy-in across Prudential
  • Potential to lead others

  • Strong knowledge of Retirement customer delivery channels preferred but not required
  • Experience in e-delivery migration, tools and digital migration protocols
  • Demonstrated leadership experience with a strong understanding of retail sales & selling practices
  • Minimum of 3 years of experience with Institutional and/or Individual Customers and their needs
  • Demonstrated ability to create and manage P&L budgets; create financial forecasts that translate into desired business growth and outcomes
  • 2-3 years of experience in digital channel management
  • Prior roles in product, marketing and customer experience with exposure to institutional business lines (retirement or group benefits) would be a strong plus
  • A 4-year degree or equivalent work experience
  • 3-5 years of demonstrated leadership skills
  • Strong ability to collaborate and work across business units
  • Influencing without formal authority
  • Strong presentation skills
  • Ability to travel up to 40%

A little about us:
Prudential was founded on the belief that being financially prepared is a right, not a privilege.

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