Working at Lockton
At Lockton, we’re passionate about helping our people achieve their ultimate potential. Our people are curious, action-oriented, and always striving to make ourselves and those around us better. We’re active listeners working to ensure understanding and problem solvers developing innovative solutions. If you can see yourself delivering excellent service to clients, giving back to our communities and being a part of our caring culture, you belong here.
Purpose of the role:
The role of the Head of CRM involves ensuring service delivery with excellent relationships with clients and insurers and supporting the CRM Team in their daily tasks and professional development.
Key Responsibilities:
Client Relationship Management:
- Maintain and develop strong relationships with existing clients, acting as the primary point of contact for escalations.
- Conduct regular meetings and reviews with clients to understand their evolving requirements and provide tailored insurance solutions.
- Prepare regular reports on client claims utilization and account performance.
Insurers Relationship Management:
- Cultivate and maintain positive relationships with insurers, negotiating favourable terms and conditions for our clients.
- Stay updated on insurer policies, products, and market trends to ensure competitive offerings.
- Ensure timely resolution of complaints, claims-related concerns, and service issues
Support to Account Managers:
- Assist CRM Team with their day-to-day tasks, providing guidance and support to enhance their performance and service delivery.
- Facilitate training and development programs for CRM Team to ensure their continuous professional growth.
Client Retention Strategies:
- Develop and implement client retention strategies, including but not limited to feedback gathering and personalized service initiatives, campaigns and events.
- Analyze client feedback and market trends to identify areas for improvement and implement necessary changes.
- Set service standards, KPIs, and performance targets for client servicing.
About you
- Bachelor’s degree in pharmacy, Business Administration, Insurance, Finance, Marketing, or a related field; professional insurance qualifications (CII/ACII) are preferred.
- 8-10 years of insurance industry experience, including 3-5 years in a managerial role within client servicing, account management, or CRM.
- Proven experience in client relationship management, client retention strategies, and insurer relationship management.
- Strong knowledge of insurance products, underwriting, policy administration, and claims processes.
- Proficiency in CRM systems, Microsoft Office applications, and data analysis/reporting.
- Strong leadership, coaching, negotiation, stakeholder management, and communication skills.
- Strategic, customer-focused, and results-oriented with excellent problem-solving abilities.
- Professional, proactive, and capable of managing multiple priorities in a fast-paced environment.
- Advanced proficiency in Microsoft Office applications, particularly Word, PowerPoint, and Excel.
- Excellent command of English and Arabic.
Work Conditions:
- Working Days: From Sunday to Thursday (9:00 AM to 5:00 PM)
- Location: Garden City - Cairo-Egypt
Equal Opportunity Employer
Lockton is proud to provide everyone an equal opportunity to grow and advance. We are committed to an inclusive and diverse culture and environment where our people, clients and communities are treated with respect and dignity.
At Lockton, supporting diversity, equity and inclusion is ingrained in our values, and we believe that we are at our best when we fully embrace everyone. We strive to cultivate a caring culture that learns from, celebrates, and thrives because of our breadth of differences. As such, we recognize that recruiting, developing, and retaining people with diverse backgrounds and experiences is vital and enabling our people to thrive personally and professionally is critical to our long-term success.
About Lockton
Lockton is the largest privately held independent insurance brokerage in the world. Since 1966, our independence has allowed us to serve our clients, take care of our people and give back to our communities. As such, our 10,000+ Associates doing business in over 100 countries are empowered to do what’s right every day.
At Lockton, we believe in the power of all people. You belong at Lockton.
How We Will Support You
At Lockton, we empower you to be true to yourself in all that you do. Your success is our success, and we provide opportunities to help you grow and create a rewarding career path, however you envision it.
- Competitive Salary and Benefits Package
- Professional experience in a truly global company that is reshaping the industry
- Excellent growth opportunities
- Benefit from a collaborative approach with in-country specialists to assist you in driving growth
- Support, coaching and development to help you to be the best you can be
