Focus & Find is the Nation's Only Socially Responsible Board & Executive Search® Firm. We level the playing field where both employers and candidates are viewed through an unbiased lens of talent and experience. This paves the way for a more inclusive future by creating diverse and successful workforces that reflect the communities and clients they serve called Socially Responsible Recruiting™. We extend the same confidences to our clients and our candidates.
Leads Customer Experience evolution, Brand Strategy, and Marketing & Communication (MarCom) Services functions, all of which serve as key foundational elements of the organization’s overall strategic marketing approach. Leads and enables an enhanced customer experience focus, and CX management capability across the organization. Leads the evolution, management and implementation of the company brand supporting the business, corporate, innovation, and community needs of the company. Leads the execution of integrated MarCom and CX activities that support corporate business strategies and their enterprise-wide alignment. Establishes and refines efficient, effective, and scalable processes and infrastructure management for creative and digital services, content, production, and self-service capabilities.
Customer Experience (CX) Strategy: Leads and enables the organization’s enhanced customer experience focus and CX management capability across the organization. Develops the build-out and refinement of customer experience research and measurement capabilities along with systems to capture and act on customer feedback and opportunities, including a CRM system, and client portals, along with other key customer experience focus areas. Collaborates with other business units to ensure the CX strategy put into place functions appropriately and enhances the customer experience. Resolves escalated issues.
Brand Strategy: Leads the evolution, management and implementation of the company brand supporting the business, corporate, innovation, and community needs of the company. Ensures brand evolves with the company, society, and the industry. Collaborates with senior leaders to develop and execute corporate brand strategies to achieve short and long-term business/corporate priorities and drive end customer demand for our products and services. Ensures the brand is connected to the profitable growth goals and drives brand awareness by creating and building brand vision and imbedding brand strategy across the enterprise.
Marketing and Communications (MarCom) & CX Operational Efficiency and Effectiveness: Leads the execution of integrated MarCom and CX activities that support corporate business strategies and their enterprise-wide alignment. Establishes and refines efficient, effective, and scalable processes and infrastructure management for creative and digital services, content, production and self-service capabilities. Provides practical and strategic counsel, process, and capabilities to help executive management, senior leadership and profit centers achieve their goals. Provides strategic and practical leadership for all corporate/department communications by coordinating content, visual images and messaging internally and externally to ensure a consistent and cohesive image is leveraged and conveyed via all communications channels. Identifies and implements key technology and processes to facilitate the highest level of communication with team members, policyholders, and other key stakeholders. Collaborates with IT and other appropriate business units to ensure successful implementation and updates of communication tools and platforms to achieve marketing and communication goals.
Marketing & Communications Content: Lead integrated content management strategy, in close partnership with the Marketing and Corporate Strategy leaders, to create and efficiently leverage content across channels internally and externally, to enable the best possible customer engagement and experience. Oversees the implementation of marketing and communication plans that reflect the desired content across both internal and external communication channels.
Collaborative Partnerships: Develops and enables highly collaborative partnerships across the organization in the execution of MarCom activities, including the Corporate Strategy Team, as well as Field Operations, Agency Development, Underwriting, Data Analytics, IT, and other corporate teams.
Market Research, Competitor Insights and Measurement: Identifies, leverages, and incorporates internal and external market and data resources and capabilities to influence MarCom approaches, programs, and decisions with business/corporate leaders. Leads the analysis of customer experience with company in comparison to the competition and utilizes insights to influence design of company products and processes. Develops and integrates effective measures in all aspects of the corporate marketing and communications strategies and initiatives to ensure effective utilization of resources, delivery of results, and decision-making.
Financial Oversight: Manages budgeted resources for MarCom and Customer Experience by anticipating expenditures, accurately forecasting resource needs/costs, and properly accounting for expenses to meet requirements and achieve fiscal responsibility. Oversees agency and vendor relationship management.
People and Organization Leadership: Develops and implements a talent strategy across the portfolio of functions to achieve goals. Effectively develops and grows internal talent – a priority in our culture. Successfully attracts great new talent where needed to fill gaps in expertise or raise the bar of performance. Advances diversity, equity and inclusion goals. Fosters an innovative culture, including supporting new ideas and providing guidance on potential changes. Fosters an environment of collaboration within the team and with other teams and profit centers. Functions as trusted partner to entire C-level leadership team.
EDUCATION & EXPERIENCE
Bachelor’s degree in creative services, marketing, business, or related field
Master’s degree in the above fields preferred
Ten years of progressively responsible leadership experience in marketing with a successful track record in brand and creative services, operations management, research, and customer experience
Ad/PR Agency experience preferred
Marketing designations preferred
KNOWLEDGE, SKILLS & ABILITIES
Excellent knowledge of marketing and agency management, focused on B2B and B2C
Good knowledge of the insurance industry and independent agency system preferred
Strong analytical skills with the ability to build measurement systems and utilize data to shape brand and marketing strategies and measure success
Strong knowledge of customer relationship management (CRM) and search engine optimization (SEO) tools
Strong ability to advise, partner, influence and effectively consult with diverse internal and external stakeholders, including business and field leaders, Agency Development, IT and Strategic Analytics
Ability to drive organizational change and align teams to meet corporate and department objectives
Ability to manage a large portfolio and multiple simultaneous initiatives while ensuring all achieve success
Demonstrates Business Insight
Drives Vision and Purpose
Focus & Find is an equal opportunity employer that is committed to diversity, inclusion and equality in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Focus & Find makes hiring decisions based solely on qualifications, merit, and business needs at the time.