Job Purpose:-

The Customer Engagement Head exists to build robust, trust-based relationships with customers by shaping how the organisation communicates, engages, and adds value across the entire customer lifecycle. The role ensures that every interaction with customers is clear, consistent, relevant, and empathetic, helping customers understand the brands offerings, derive real value (health outcomes and financial outcomes) from them, and feel confident in their relationship with the organisation. In addition, this role governs all customer-facing communications sent by the organisation across channels, functions, and touchpoints. It acts as the single custodian of the customer voice, ensuring message coherence, tone consistency, regulatory alignment, and timing effectiveness, while driving communication strategies that influence behaviour, improve engagement, and strengthen long-term loyalty.

Role & responsibilities:-

1. Hyper-Personalized Customer Engagement
- Develop and execute the annual strategy for hyper-personalized customer engagement.




- Lead personalization initiatives across onboarding, health journeys, servicing, renewals, retention, and cross-sell.
- Leverage customer, health, and behavioral data to create contextual and individualized communication journeys.
- Partner with Data, Product, Analytics, and Technology teams to define customer segments, triggers, and next-best-action frameworks.
- Drive customer engagement, retention, digital adoption, and positive health behaviors through personalized interventions.

2. Martech Enablement & Adoption
- Own business use cases and adoption of Martech platforms including CRM, CDP, Marketing Automation, and Journey Orchestration tools.
- Drive integration and effective utilization of Martech platforms across business, IT, Digital, Data, Health Management, and Sales teams.
- Build organizational capabilities for strategic and scalable Martech adoption.
- Continuously optimize platforms, processes, and workflo

📌 Head Customer Engagement (Mumbai)
🏢 Forward
📍 Mumbai