Digital Services and Engagement Assistant Director / Principal Afore
Core
Define, develop, and supervise multichannel customer engagement strategy and digital service delivery to ensure business objectives, regulatory compliance, and channel profitability.
Role type
Assistant Director, Digital Services and Engagement
Builds
Multichannel engagement models, digital service offerings, and proactive customer retention initiatives
Domain
Financial services (Afore/Retirement Savings) + Customer Experience
Deliverable
product features
Required skills
Multichannel strategy, digital service management, customer retention, team leadership, cross-functional coordination, proactive risk mitigation, content alignment
Preferred skills
Specialization in digital innovation and services, Agile methodologies (Scrum)
Technologies
WhatsApp, Email, Chat, Mobile App, SEL
Responsibilities
Lead the team to achieve objectives and improve customer experience; Define and implement multichannel engagement strategy; Design and manage segmented value offers to boost retention; Coordinate value initiatives with Marketing, Operations, and IT; Manage digital service strategy across WA, mail, chats, APP, and SEL; Develop proactive initiatives to reduce customer churn and protect high-value portfolios; Align business communication and content with the value offer model.
Seniority
Senior, hands-on IC