Business Relationship ManagerPartnerships and Affinity Groups 

Role detail	Description
Company	Destiny Finance Ltd trading as Diaspora Insurance
Department	Channels
Reports to	Channels Director
Portfolio	Partnerships and affinity groups across assigned markets

Role purpose

Develop and manage productive partnerships and affinity group relationships that grow Diaspora Insurance’s customer base and premium income. The role converts relationships with organised communities and institutions into active distribution opportunities for the Diaspora Funeral Cash Plan and other approved products, while supporting customer retention, service quality and responsible growth.

Scope and key relationships

The portfolio includes churches and faith organisations, burial societies, diaspora associations, employers, professional bodies, community organisations and other approved partners. The Channels Director assigns markets, accounts and commercial targets.Work closely with Business Development Managers, Call Centres and BPO teams, Marketing, PR and Events, Compliance, Finance, Policy Services and Claims. Maintain relationships with partner leaders, decision makers and authorised representatives.

Key responsibilities

Partnership development

• Identify and prioritise prospective partners using member reach, customer fit, commercial potential and reputation. Maintain a qualified pipeline and account acquisition plan.
• Build relationships with decision makers, assess member needs and develop business cases, partnership proposals and activation plans.
• Coordinate due diligence and negotiate proposed commercial terms within delegated authority. Obtain approval before agreements, sponsorships or financial commitments are made.

Partner onboarding and activation

• Coordinate approved agreements and onboarding with relevant departments; document responsibilities, referral arrangements, service expectations and reporting requirements.
• Develop joint activation calendars covering member education, presentations, events, referral campaigns and approved digital channels.
• Arrange product and referral training for partner representatives and approved Super Introducers or lead generators. Ensure each person works within their authorised role.

Account management and growth

• Act as the principal relationship contact for assigned accounts. Maintain account plans and conduct regular performance reviews with partners.
• Grow active partnerships, qualified referrals, policies and premium income against agreed targets. Identify opportunities to expand participation within existing groups.
• Coordinate lead capture, consent records, CRM source tagging, allocation and follow-up with Sales teams. Track each partner’s funnel from referral to policy activation.
• Monitor retention and partner satisfaction; address inactive accounts through recovery plans and recommend renewal, expansion or exit based on results.

Member service and internal coordination

• Coordinate group onboarding and service arrangements with Policy Services and customer service teams, ensuring clear communication on documentation and policy requirements.
• Track partner and member queries, complaints and service issues through to resolution. Escalate unresolved matters promptly to the accountable department and Channels Director.
• Support sensitive claims communications through the Claims team and approved processes; communicate confirmed outcomes without making payment promises.

Governance and commercial control

• Use approved product information, branding and communications. Explain cover, exclusions and waiting periods accurately and refer specialist questions to the appropriate team.
• Coordinate Compliance review of partner activities, data handling, KYC requirements and market permissions before activation.
• Maintain complete CRM records, agreements, meeting notes and action logs. Safeguard customer information and ensure leads are shared through approved channels.
• Monitor campaign costs, referral fees and partnership returns with Finance. Validate payment eligibility against approved terms and keep expenditure within approved budgets.
• Submit weekly pipeline updates and monthly portfolio reports covering results, forecasts, risks and corrective actions.

  

Minimum qualifications and experience

Essential requirements

• A first degree in Business Studies or a related field, such as Business Administration, Marketing, Finance, Economics or Management.
• A minimum of two years’ experience as a Business Relationship Manager or Key Account Manager in the financial services sector.
• Demonstrated ability to acquire and manage business relationships, retain accounts and deliver measurable commercial results.
• Experience preparing proposals, negotiating terms, maintaining CRM records and presenting account performance reports.

Desirable: Experience in insurance, partnerships or affinity group distribution; knowledge of diaspora communities; and experience managing relationships across markets.

Skills and competencies

Strong relationship management, consultative selling and negotiation skills; clear written and verbal communication; confident presentations; sound commercial analysis and pipeline forecasting; effective planning and cross-departmental coordination; proficiency in CRM systems, Excel and PowerPoint; cultural awareness, integrity and customer focus.

Performance measures

The Channels Director will agree numerical targets, definitions and reporting periods through the performance scorecard. Results should be assessed alongside service quality and compliance.

Measure	Assessment basis
Partner acquisition and activation	Approved new partners and partners generating business against target.
Qualified leads and conversion	Consent-supported referrals, lead quality and conversion to active policies.
Policies and premium income	Partner-attributed active policies and premium income against budget.
Retention and account health	Policy retention, partner renewals and progress on recovery plans.
Commercial efficiency	Acquisition costs and returns against approved partnership budgets.
Service and governance	Partner satisfaction, issue resolution, complete records and compliance with approvals.

Initial priorities and decision authority

During the first 90 days, review the assigned portfolio, segment prospects, agree account plans and targets, build a qualified pipeline and activate priority approved partnerships. Establish a reporting dashboard and a consistent partner review schedule.The role may recommend partners, campaigns and commercial terms within its mandate. Agreements, expenditure, commissions and changes to product or service commitments require approval under company authority limits. The role does not approve underwriting, policy exceptions or claims payments. 

CHANNELS MANAGERROLE PROFILE | COMMERCIAL & DISTRIBUTION

Role information	Details
Employer	Diaspora Insurance
Reports to	Channels Director
Department	Channels / Commercial
Scope	Assigned sales channels, markets and corridors
People responsibility	Assigned channel teams in accordance with the approved organisational structure
Document status	Draft for approval | 6 October 2026

1. Role purpose

Translate the Channels Director’s commercial strategy into effective day-to-day delivery across assigned distribution channels. Drive sustainable growth in policy sales and gross written premium, strengthen productive sales capacity, and improve conversion, retention and customer experience through disciplined execution, coaching and performance management.

2. Scope and working relationships

The role coordinates assigned Business Development Managers, sales executives, Super Introducers, lead generators, call centres, BPO partners and direct or digital sales activity. Geographic coverage and direct reporting lines will be confirmed by the Channels Director within the approved structure.Works closely with Marketing, PR & Events, Finance, Compliance, Human Resources, IT, New Business, Policy Services and Claims to remove operational barriers and support consistent customer outcomes. The Channels Director retains strategic direction and approval authority for matters outside delegated limits.

3. Key responsibilities

Channel planning and commercial delivery

• Convert approved sales objectives into monthly and weekly channel plans, with clear owners, activity requirements and delivery milestones.
• Monitor policy sales, gross written premium, average premium and budget attainment by channel and corridor; implement corrective action for underperformance.
• Identify market opportunities, assess channel capacity and recommend practical growth initiatives to the Channels Director.

Sales force and partner development

• Coordinate recruitment, onboarding, training and activation of sales executives, Super Introducers and lead generators with relevant managers and HR.
• Improve the proportion of active producers through coaching, structured reviews and time-bound recovery plans.
• Monitor BPO and distribution partner delivery against agreed service levels; escalate persistent shortfalls and recommend remediation.
• Ensure referral partners understand their approved role, including restrictions on quoting premiums or selling beyond their authorisation.

Lead management and conversion

• Work with Marketing and channel leaders to maintain sufficient qualified lead supply and assess lead quality by source.
• Implement approved lead allocation, validation, deduplication, consent recording, follow-up and reallocation processes.
• Track the funnel from lead receipt through contact, quotation, application, policy inception and first-premium collection; identify and resolve leakage.
• Enforce accurate CRM use, source attribution and timely pipeline updates, including proper recording of unsuccessful outcomes.

Call centre and BPO productivity

• Review staffing, attendance, activity levels, contact rates, conversion and policies per active agent; agree improvement actions with supervisors.
• Coordinate product, sales and customer service training, call-quality reviews and individual coaching.
• Work with IT and operational teams to resolve dialler, CRM and workflow issues affecting sales delivery.

Customer experience and sales quality

• Promote needs-based selling, accurate product explanations and appropriate disclosures using approved materials.
• Coordinate complete application and KYC handovers, policy activation and timely customer communication with operational teams.
• Monitor complaints, cancellations and early policy lapses by channel; address root causes and improve customer retention.

Governance, reporting and cost control

• Ensure channel activities follow company policies, approved market permissions, data-handling requirements and Compliance guidance.
• Escalate suspected misselling, fraud, customer harm, data incidents and reputational concerns promptly through approved protocols.
• Monitor approved channel budgets, acquisition costs, commissions and campaign returns with Finance; obtain approval for expenditure outside delegated authority.
• Submit accurate weekly performance dashboards and monthly commercial reports, including variances, forecasts, risks and accountable action trackers.

4. Performance measures

Specific targets and weightings will be agreed with the Channels Director in the annual performance contract and reviewed quarterly. Measures should distinguish submitted applications from incepted policies and reconcile production and premium figures with Finance.

Performance area	Measures
Commercial delivery	Incepted policies and gross written premium against approved budget; average premium; forecast accuracy.
Sales capacity	Recruitment and activation against plan; active producer rate; productive agent retention.
Lead supply and execution	Qualified leads against plan; validity and duplication rates; follow-up within approved SLA; CRM completeness.
Conversion and productivity	Lead-to-policy conversion; quotation-to-policy conversion; policies and premium per active agent; contact rates.
Customer outcomes	First-premium collection; early lapse and retention rates; sales-related complaints; customer satisfaction.
Quality and governance	Sales quality results; training completion; KYC handover completeness; compliance issues resolved within agreed timelines.
Efficiency and accountability	Acquisition cost and campaign return; expenditure against approved budget; timely reports and closure of agreed actions.

5. Qualifications and experience

• Minimum of a first degree in Business Studies or a relevant field.
• Related professional courses in sales, business development, marketing, insurance or management will be an added advantage.
• Minimum of five years’ experience in Sales or Business Development.
• Demonstrated success in achieving sales targets, developing business pipelines and managing stakeholder relationships.
• Experience coordinating sales teams, distribution partners, call centres or BPO operations is desirable.
• Insurance or financial services experience, and exposure to international or diaspora markets, will be an added advantage.

6. Knowledge, skills and competencies

• Commercial judgement, sales planning and execution, with strong understanding of distribution channels.
• Leadership, coaching and performance management skills.
• Ability to analyse sales data, explain variances and turn findings into practical actions.
• Strong communication, negotiation, relationship-building and problem-solving skills.
• Proficiency in CRM systems, Microsoft Excel and performance reporting tools.
• Customer focus, integrity, accountability and sound judgement when handling confidential information.
• Ability to coordinate across functions, prioritise competing demands and work effectively across markets and time zones.

7. Authority and working requirements

Operates within delegated authority and approved budgets. Recommends recruitment, incentives, partner arrangements and channel changes to the Channels Director. Contract execution, changes to product terms or pricing, and expenditure beyond delegated limits require approval through the company’s established processes.Travel and occasional work outside standard office hours may be required to support assigned markets, partners and events, subject to company policy. 

 

Role detail	Position requirement
Department	Business Development and Channels
Reports to	Business Development Manager for the respective corridor
Location	Assigned corridor or territory, as specified in the appointment
Direct reports	None by default. Coordinates assigned sales support partners under the BDM’s authority.
Employment terms	Grade, remuneration, working arrangements and contract type to be confirmed by HR.

REGIONS: SADC or Zimbabwe, Nigeria, East Africa

Role purpose

Support the Business Development Manager to grow Diaspora Insurance’s business in the assigned corridor by developing community and commercial relationships, generating qualified leads, supporting the sales network and maintaining an accurate pipeline. The officer translates the corridor plan into regular prospecting, partner engagement and follow-up, helping deliver sustainable new business and a positive customer experience.

Key responsibilities

Corridor development and partnerships

• Implement the territory activity plan agreed with the BDM, identifying priority communities, employers, churches, associations, businesses and other referral partners.
• Arrange prospect and partner meetings, presentations and local activations; maintain a record of opportunities, next steps and expected outcomes.
• Gather competitor, customer and market feedback and recommend practical changes to the corridor plan.

Lead generation and pipeline management

• Generate permissioned leads through self-initiated events, client referrals, approved vCards, Super Introducers and corridor-aligned influencers or lead generators.
• Register leads promptly in the approved CRM, recording source, consent, contact details, owner and next action; check duplicates before allocation.
• Coordinate allocation and follow up with the BDM and Sales Executives, monitor ageing leads and escalate gaps in contact or conversion.

 

Sales network support

• Help identify, recruit and onboard suitable Sales Executives, Super Introducers and Lead Generators, subject to the BDM’s approval and required checks.
• Coordinate product briefings, approved materials, vCard access and activity schedules; reinforce the different boundaries of referral, lead capture and sales roles.
• Track partner activity and production, identify inactive or struggling partners, and recommend coaching, reactivation or reassignment to the BDM.
• Support verification of referral and commission records; submit evidence for approval without promising unapproved payments.

 

Sales and customer support

• Arrange needs based sales discussions and support applications. Conduct product explanations, quotations or sales only after training and written authorisation for the relevant market and activity.
• Support collection of required onboarding documents through approved processes and coordinate resolution of incomplete applications with Sales and Operations.
• Help customers reach the correct service team; escalate complaints, policy document delays and potential misselling promptly.
• Support early policy retention by checking that customers understand the cover, premium obligations and servicing channels; route payment issues to the team responsible.

 

Events and Marketing coordination

• Propose corridor events with expected leads, conversion outcomes, costs and staffing needs; obtain approval before making commitments.
• Coordinate corridor influencers with Marketing on approved content and tracking, while the BDM owns the corridor commercial outcome.
• Prepare event lead records and outcome reports. Corporate events, ambassador leads and company vCard leads follow the central call centre route unless an approved exception is recorded.

 

Reporting and accountability

The BDM sets priorities, approves activity plans and reviews performance. The officer submits a weekly activity and pipeline report and a monthly performance summary covering leads, source quality, meetings, partner activity, applications, issued policies, premium, conversion, expenditure and exceptions. Marketing provides brand and campaign guidance; Compliance provides activity and conduct guidance; Finance verifies expenditure and payments; Operations supports onboarding and servicing.

 

Authority and role boundaries

The officer may prospect, arrange meetings, coordinate approved activities and maintain the pipeline within delegated authority. Recruitment appointments, partner contracts, sponsorships, expenditure, pricing changes and commission commitments require the appropriate approval. Lead Collectors and Super Introducers collect or refer contacts and must not provide insurance advice or quote premiums. Customer information must be handled only through approved systems and procedures.  

Performance measures

The BDM agrees corridor-specific monthly and quarterly targets and records them in the officer’s performance scorecard. Targets should reflect the corridor plan, available resources and the officer’s authorised sales scope.

Measure	Evidence and assessment
Qualified leads	Number of unique, usable, permissioned leads against target; completeness and source attribution.
Pipeline follow-up	Timely allocation, recorded attempts and next actions; first attempt within the agreed channel SLA.
Business outcomes	Applications, issued or incepted policies and premium against target; measure stages separately.
Conversion and retention	Qualified lead to policy conversion; cancellations, lapses and early retention for sourced business.
Partner development	Approved partners onboarded, active partner rate, referrals and production per active partner.
Events and partnerships	Meetings and activations delivered; qualified lead yield, conversion and cost per policy.
Quality and conduct	CRM accuracy, onboarding completeness, adherence to approved materials and resolution of exceptions.
Reporting	Complete weekly and monthly reports submitted by the agreed deadlines.

 

Qualifications and experience

• Diploma or degree in business, marketing, sales or a related field, or equivalent relevant experience.
• Typically, at least two years’ experience in business development, sales, community engagement or partner coordination; insurance or financial services experience is advantageous.
• Working knowledge of the assigned diaspora community and corridor; ability to build relationships across cultures.
• Competence in CRM systems, spreadsheets, digital lead generation and performance reporting.
• Required local permissions and role-specific training or certifications must be in place before carrying out authorised activities.

 

Core competencies

Relationship building; commercial judgement; prospecting and follow-through; clear communication and presentation; planning and coordination; data accuracy; customer focus; ethical conduct; cultural awareness; accountability and teamwork.

 

Working arrangements

The role may involve travel within the corridor and attendance at approved evening or weekend community events. Travel, expenditure and working arrangements are agreed with the BDM and HR under company procedures.

CUSTOMER EXPERIENCE SPECIALISTCompany:                    Diaspora Insurance Ltd – UK Department:               Operations / Customer Reports to:                   Channels Director/ CEO Location:                      South Africa/Zimbabwe BUSINESS JUSTIFICATION Diaspora Insurance operates in a highly competitive and trust-driven market serving UK-based diaspora communities.Why we need this role now:

1. FCA Consumer Duty: From July 2023, insurers must prove "good customer outcomes".
2. This role will own compliance, evidence, and reporting to FCA/PRA
3. Retention & Growth: Our renewal rates and referrals are directly tied to service experience. A 5% increase in retention can increase profitability by 25-95%. We need a dedicated owner to drive this.
4. Complaints & Reputation: Insurance is a "grudge purchase". Poor claims experience and slow service damage brand trust in tight-knit diaspora communities where word-of-mouth is everything.
5. Digital Transformation: Customers expect WhatsApp, self-serve portals, and fast claims updates. We need leadership to redesign journeys and leverage data.
6. Differentiation: Competitors compete on price. We will compete on *empathy, speed, and clarity* for customers sending money home. This role will build that moat.

Expected ROI*: Reduce complaints by 30%, increase NPS by 15 points, improve renewal rates by 8% within 12 months.ROLE PURPOSE

1. To lead and transform the end-to-end customer journey for Diaspora Insurance customers across the UK and diaspora markets.
2. Own the strategy, culture, and delivery of a customer-centric business that drives higher NPS, lower complaints, and higher retention while meeting FCA Consumer Duty.

 KEY RESPONSIBILITIESStrategy & Leadership

• Develop and own the 3-year Customer Experience Strategy aligned to business plan
• Embed customer-centric culture across Sales, Claims, Underwriting, and Service
• Own CX metrics: NPS, CSAT, CES, Retention, Complaints, First Contact Resolution

 Customer Journey & Service Design

• Map and redesign journeys for quote, onboarding, servicing, claims, and renewal
• Address diaspora-specific pain points: cross-border payments, time zones, language, trust
• Run Voice-of-Customer: surveys, interviews, complaints root-cause analysis

Operations & Delivery

• Lead Customer Service team, contact centre, and digital channels
• Ensure compliance with FCA Consumer Duty, DISP complaints rules, ICO GDPR
• Partner with Claims to reduce TAT and improve transparency/communication

 Data, Technology & Insights

• Use CRM, telephony, and feedback data to drive weekly improvements
• Work with Product/IT to improve website, app, WhatsApp, and customer portal UX
• Build dashboards for Exco/Board reporting

 Governance & Reporting

• Monthly CX report to Exco and quarterly update to Board
• Own complaints MI and remediation plans per FCA requirements
• Manage CX budget, vendors, and outsourcing partners

 REQUIRED SKILLS & COMPETENCIES Technical Skills

1. Customer Journey Design - Journey mapping, service design, UX
2. Insurance Knowledge - Policy admin, claims, underwriting basics
3. Data & Insight - NPS, CSAT, VOC, MI, root cause analysis
4. Regulatory- FCA Consumer Duty, DISP, ICO GDPR
5. Tech - CRM: Salesforce/Zendesk, Reporting tools: PowerBI/Tableau

 Leadership Competencies

1. Cultural empathy and understanding of diaspora customer needs
2. Commercial acumen - link CX to revenue and retention
3. Stakeholder management at Board and frontline level
4. Change management and team leadership

 REQUIRED EXPERIENCE

1. 8+ years in Customer Experience, Customer Service, or Operations
2. 3+ years* leading teams of 10+ people
3. Insurance or Financial Services experience mandatory. General/Life/Health insurance preferred
4. Proven track record improving NPS and reducing complaints in a regulated environment
5. Experience delivering multi-channel service: phone, email, WhatsApp, chat, self-serve

 REQUIRED ACADEMIC QUALIFICATIONS

1. Bachelor’s Degree- Business, Marketing, Psychology, Communications, or related field. 2:1 or above preferred
2. Professional Certifications Preferred:

• CII - Chartered Insurance Institute: Certificate or Diploma
• CCXP - Certified Customer Experience Professional
• CIM - Chartered Institute of Marketing
• Lean Six Sigma Green Belt or above

 NICE TO HAVE

1. Experience in diaspora, remittances, or cross-border financial services
2. Multilingual - Shona, Ndebele, French, Portuguese
3. Knowledge of SM&CR and Board governance reporting

 12-MONTH SUCCESS MEASURES

1. NPS: +15 points vs baseline
2. Complaints: -30% volume, 100% resolved within FCA timeframes
3. Renewal Rate: +8%
4. Claims Communication Score: >85% CSAT

KEY SKILLS

Customer Experience | Journey Design | Leadership | Data & Insights | Insurance | Compliance | Stakeholder Management

 

APPLY NOW

Send your CV and brief cover note to:

recruitment@diasporainsurance.com

Help us create simpler, faster and more customer-focused experiences.

 

SEO/CRO Website Growth Manager

 

Job Title	SEO/CRO Website Growth Manager
Department	Birmingham, UK – Marketing / Digital Growth
Location	Birmingham, UK - office-based
Reports To	Head of Marketing
Employment Type	Permanent
Salary	Competitive, dependent on experience

About Diaspora Insurance

Diaspora Insurance provides culturally informed insurance solutions for diasporans living and working abroad, helping customers protect themselves, their families and their dignity across borders. As the business prepares for FY2026/27 growth, Marketing is building a stronger brand, digital, community, event and partnership engine to support awareness, lead generation, online portal conversion, retention and trust.

Role Purpose

Own the website as a growth channel, including SEO, CRO, landing pages, analytics, portal conversion, AI visibility and website performance. The role is critical to converting web traffic into direct online policies.The business is targeting approximately 4,000 policies through the online portal in 10 months. This requires dedicated ownership of SEO, CRO, technical website performance, country landing pages, conversion journeys and portal analytics.

Key Responsibilities

• Own the website growth roadmap, ensuring the site supports lead generation, online self-sign-up, NTU recovery, partner journeys and retention journeys.
• Develop country-specific SEO landing pages for Zimbabwe, Nigeria, Ghana and Kenya, with clear product, claims, FAQ and quote modules.
• Lead CRO testing across landing pages, quote calculator, forms, CTAs, WhatsApp assist, trust proof, reviews and payment reassurance.
• Work with IT/PAS/portal teams to ensure tracking, conversion events, abandonment journeys and customer experience are implemented properly.
• Build and manage event, partner, influencer and BDM landing pages with unique URLs and attribution tags.
• Improve organic search rankings for funeral cash plan, repatriation, funeral cost, diaspora insurance and country-specific protection queries.
• Build AI visibility content that is structured, authoritative and easy for search/AI tools to cite.
• Maintain website content quality, mobile speed, Core Web Vitals and technical SEO hygiene.
• Report weekly on traffic, conversion rate, quote starts, portal applications, abandonment and paid policies.
• Work with the Content Producer and Social Strategist to turn FAQs, claims education and corridor insights into web content.

Key Performance Indicators / Success Measures

KPI Area	Measure
Website lead target	Support 25,500 website traffic leads and portal conversion contribution.
Portal conversion	Establish and improve quote-start to application and application-to-payment conversion rates.
Organic growth	Increase organic traffic and country-page traffic by agreed quarterly targets.
Landing pages	Launch and maintain corridor, event, partner, NTU and influencer landing pages with tracking.
CRO programme	Run at least 2 CRO tests per month with documented results.
Technical health	Maintain strong Core Web Vitals, mobile usability and indexing health.
Reporting	Deliver weekly website funnel dashboard and monthly SEO/CRO report.

First 90 Days: Expected Deliverables

1. Audit website, portal funnel, tracking, SEO status and conversion friction.
2. Launch priority country pages for Zimbabwe, Nigeria, Ghana and Kenya.
3. Implement tracking for quote starts, applications, payment abandonment and source attribution.
4. Create first CRO test backlog and begin tests on hero, CTA, proof and form friction.
5. Build templates for event, partner and influencer landing pages.

Required Experience, Skills and Attributes

• 4+ years in SEO, CRO, website management, digital growth or ecommerce/lead-generation website optimisation.
• Hands-on experience with WordPress or similar CMS, Google Analytics, Tag Manager and SEO tools.
• Ability to work with developers/IT but also manage content and landing page requirements independently.
• Strong understanding of conversion funnels, user journeys and mobile-first web design.
• Experience with regulated, financial services, insurance or high-trust sectors desirable.
• Excellent analytical and copy-review skills.
• Strong project management discipline.

Tools / Systems

WordPress/Elementor, Google Analytics 4, Google Tag Manager, Search Console, Looker Studio, Hotjar/Microsoft Clarity, SEO tools, CRM/PAS, Trustpilot/Google review widgets.

Personal Attributes

• Commercially minded and outcome-focused.
• Culturally aware and respectful of African diaspora communities.
• Comfortable working in a regulated environment with compliance review processes.
• Highly organised, proactive and accountable.
• Able to work cross-functionally with Marketing, Sales, BDMs, Compliance, IT/PAS, Claims and Customer Care.

How to Apply

Applicants should submit a CV and a brief cover note explaining how their experience can support Diaspora Insurance’s growth, brand awareness, lead generation and customer trust objectives:recruitment@diasporainsurance.com Application Deadline: September 4, 2026

Social Media Strategist

 

Job Title	Social Media Strategist
Department	Birmingham, UK – Marketing / Social
Location	Birmingham, UK - office-based
Reports To	Head of Marketing
Employment Type	Permanent
Salary	Competitive, dependent on experience

About Diaspora Insurance

Diaspora Insurance provides culturally informed insurance solutions for diasporans living and working abroad, helping customers protect themselves, their families and their dignity across borders. As the business prepares for FY2026/27 growth, Marketing is building a stronger brand, digital, community, event and partnership engine to support awareness, lead generation, online portal conversion, retention and trust.

Role Purpose

Own the organic social strategy across Facebook, Instagram, TikTok, LinkedIn, YouTube and WhatsApp community content to double DI’s social footprint while improving quality, engagement, trust and lead contribution.The FY2026/27 strategy requires social media to move from posting activity to a structured engagement and trust engine. A dedicated strategist is required to plan platform-specific growth, corridor content, community engagement, event amplification and social reporting.

Key Responsibilities

• Develop and manage the annual organic social strategy aligned to corporate awareness, corridor lead generation, events, source-market activity and retention.
• Create platform-specific plans for Facebook, Instagram, TikTok, LinkedIn, YouTube and WhatsApp content distribution.
• Own the monthly content calendar with weekly themes by corridor, campaign and funnel stage.
• Plan content pillars across education, claims trust, events, community, CSR, portal, reviews, referrals and source-market proof.
• Coordinate with Content Producer and Designer to produce reels, carousels, videos, live sessions, event coverage and short-form educational assets.
• Moderate community engagement, comments and inbox handoffs with approved response templates and escalation routes.
• Use social insights to identify customer objections, content opportunities and corridor-specific themes.
• Support influencer content planning with the Community Manager, ensuring consistency and trackability.
• Report weekly on engagement, reach, follower quality, link clicks, video completion, event interest and assisted leads.
• Ensure all social content follows brand guidelines and compliance-approved messaging.

Key Performance Indicators / Success Measures

KPI Area	Measure
Social footprint	Double meaningful follower footprint by June 2027 while maintaining engagement quality.
Organic lead target	Support 1,700 organic social leads and assisted lead generation across events, website and influencer funnels.
Content cadence	Deliver agreed weekly platform cadence: Facebook 3-5 posts, Instagram 4-6 posts/stories, TikTok 3-4 videos, LinkedIn 2-3 posts, YouTube weekly Shorts/education.
Engagement quality	Improve saves, shares, comments, profile visits and link clicks by corridor.
Event amplification	Provide pre, during and post-event content plans for all major events.
Community response	Ensure approved response SLA for comments/messages and escalation to sales/customer service.
Reporting	Weekly social dashboard and monthly insight report.

First 90 Days: Expected Deliverables

1. Audit all social platforms and content performance.
2. Build 90-day content calendar around corporate awareness and four corridors.
3. Create platform playbooks and response templates.
4. Launch recurring content series: Claims Explained, Family Protection Checklist, Diaspora Money & Responsibility, Event Recaps.
5. Build reporting dashboard with engagement and lead attribution.

Required Experience, Skills and Attributes

• 3+ years in social media strategy, community management or organic growth.
• Strong understanding of Facebook, Instagram, TikTok, LinkedIn, YouTube and short-form video trends.
• Ability to create culturally relevant content without stereotyping or over-generalising communities.
• Excellent copywriting and content planning skills.
• Experience working with regulated brands, financial services or sensitive subject matter desirable.
• Comfortable reading data and turning insights into content decisions.
• Able to work with designers, video producers, events, BDMs and compliance.

Tools / Systems

Meta Business Suite, TikTok, LinkedIn, YouTube Studio, Canva/Figma review, CapCut review, scheduling tools, GA4/UTMs, CRM/PAS handoff sheets.

Personal Attributes

• Commercially minded and outcome-focused.
• Culturally aware and respectful of African diaspora communities.
• Comfortable working in a regulated environment with compliance review processes.
• Highly organised, proactive and accountable.
• Able to work cross-functionally with Marketing, Sales, BDMs, Compliance, IT/PAS, Claims and Customer Care.

How to Apply

Applicants should submit a CV and a brief cover note explaining how their experience can support Diaspora Insurance’s growth, brand awareness, lead generation and customer trust objectives:recruitment@diasporainsurance.com Application Deadline: September 4, 2026 

Social Media Manager

 

Job Title	Social Media Manager
Department	Birmingham, UK – Marketing / Social
Location	Birmingham, UK - office-based
Reports To	Head of Marketing
Employment Type	Permanent
Salary	Competitive, dependent on experience

About Diaspora Insurance

Diaspora Insurance provides culturally informed insurance solutions for diasporans living and working abroad, helping customers protect themselves, their families and their dignity across borders. As the business prepares for FY2026/27 growth, Marketing is building a stronger brand, digital, community, event and partnership engine to support awareness, lead generation, online portal conversion, retention and trust.

Role Purpose

The Social Media Manager will own Diaspora Insurance’s organic social presence and turn social platforms into a structured brand awareness, community engagement, trust-building and lead-support engine. The role will ensure the brand has a consistent, culturally relevant and compliant voice across social platforms while supporting FY2026/27 goals around awareness, lead generation, portal traffic, event amplification, customer education, reviews, referrals and corridor-specific growth.

Key Responsibilities

Social Media Strategy and Planning

• Own the organic social media strategy across Facebook, Instagram, TikTok, LinkedIn, YouTube and WhatsApp community/broadcast touchpoints.
• Translate the FY2026/27 marketing strategy into monthly and weekly platform plans aligned to corporate brand awareness, corridor campaigns, events, source-market activity, retention and referral goals.
• Develop the annual social calendar covering Zimbabwe, Nigeria, Ghana and Kenya, including cultural dates, source-market moments, event amplification, product education and claims-led trust content.
• Create a structured content ratio covering education, community/events, claims/reviews trust, product/portal promotion and CSR/source-market proof.

Content Direction and Execution

• Brief the Graphic Designer and Content Producer on weekly assets, including reels, carousels, short-form videos, event recap posts, leadership content, testimonials, infographics and platform-native content.
• Ensure every piece of content follows Diaspora Insurance brand guidelines, tone of voice and compliance requirements.
• Adapt content by platform, avoiding one-size-fits-all posting and ensuring the content format fits user behaviour on each platform.
• Build repeatable templates for event promotion, partner launches, corridor updates, customer education and review/referral prompts.

Community Growth and Engagement

• Grow quality audience footprint across platforms while prioritising engagement, comments, shares, saves, link clicks, profile visits and community conversation over vanity follower growth.
• Moderate and respond to comments and inbox interactions in line with approved scripts and escalation routes.
• Identify relevant African diaspora pages, groups, creators, churches, associations and community networks for collaboration and amplification.
• Coordinate with the Community Manager on influencer content, WhatsApp broadcasts, review campaigns and organic referral activity.

Campaign Support and Lead Generation

• Support paid media by identifying high-performing organic content that can be boosted or adapted into paid creative.
• Drive traffic to country landing pages, event pages, partner landing pages, portal sign-up routes and quote journeys through organic content.
• Create platform-specific lead magnets such as funeral planning checklists, family protection guides, event registration CTAs and webinar sign-ups.
• Work with Paid Media and Analytics to understand which content themes contribute to leads, applications and policies.

Reporting and Optimisation

• Produce weekly and monthly social performance reports covering reach, engagement, audience growth, link clicks, video watch time, campaign performance and lead contribution.
• Run monthly content review sessions to identify what to stop, continue, improve and scale.
• Track social sentiment, objections, FAQs and competitor/community trends and feed insights into content, website FAQs, call centre scripts and paid campaigns.

 

Key Performance Indicators / Success Measures

KPI Area	Measure	Target / Expectation
Audience growth	Combined followers/subscribers across platforms	100% quality footprint growth by June 2027, subject to baseline confirmation.
Engagement quality	Engagement rate, comments, saves, shares and meaningful inbox interactions	Monthly improvement by platform; no reliance on vanity reach alone.
Content output	Planned posts, reels, stories, videos and LinkedIn posts delivered	Minimum weekly cadence: Facebook 4-5, Instagram 4-6, TikTok 3-4, LinkedIn 2-3, YouTube 2-4 Shorts/videos.
Lead contribution	Organic social leads and assisted website/portal traffic	Support 1,700 organic social leads plus assisted conversion across web/events.
Event support	Events amplified before/during/after	100% of priority events with pre-event, live/event-day and post-event social plan.
Compliance	Approved content and accurate claims/product wording	Zero avoidable compliance breaches from social content.

  

First 90 Days: Expected Deliverables

Timeframe	Deliverables
Days 1-30	Audit current platforms, content performance, audience quality, brand consistency and competitor/community activity. Build a 90-day content calendar for all platforms.
Days 31-60	Launch corridor content pillars, reporting dashboard, comment/inbox response bank and first monthly content performance review.
Days 61-90	Build repeatable content templates, influencer/community amplification list and organic-to-paid creative handoff process. Present social growth plan for Q2.

 

Required Experience, Skills and Attributes

Education and Experience

• Degree or diploma in Marketing, Communications, Digital Media, PR, Journalism or a related field preferred.
• Minimum 4-6 years’ experience managing social media for a consumer brand, community brand, financial services brand, agency or diaspora/community-led organisation.
• Experience managing multiple platforms including Facebook, Instagram, TikTok, LinkedIn, YouTube and WhatsApp/community communications.
• Experience briefing designers/video editors and working with content creators or influencers.

Technical and Professional Skills

• Strong copywriting, content planning and campaign calendar skills.
• Understanding of platform analytics, content testing, audience segmentation and organic growth tactics.
• Ability to interpret performance data and turn insights into improved content.
• Comfortable with Canva/Figma collaboration, Meta Business Suite, TikTok/YouTube analytics, LinkedIn admin tools and scheduling platforms.
• Understanding of regulated communications, financial promotions sensitivity and the need for approved messaging.

Tools / Systems

• Meta Business Suite, Instagram, TikTok, LinkedIn, YouTube Studio and WhatsApp Business tools.
• Canva, Figma, CapCut and basic video editing workflows.
• Google Analytics / Looker Studio or equivalent reporting tools.
• CRM/PAS campaign and attribution reports, once integrated.
• Microsoft Office / Google Workspace

Personal Attributes

• Commercially minded and target-driven.
• Culturally aware and comfortable working with African diaspora communities.
• Strong ownership, planning discipline and weekly reporting habits.
• Able to work in a regulated financial services environment with attention to compliance and accuracy.
• Collaborative, practical and comfortable translating strategy into execution.

How to ApplyApplicants should submit a CV and a brief cover note explaining how their experience can support Diaspora Insurance’s growth, brand awareness, lead generation and customer trust objectives:recruitment@diasporainsurance.com Application Deadline: September 4, 2026 

Content Producer

 

Job Title	Content Producer
Department	Birmingham, UK – Marketing / Content & Media
Location	Birmingham, UK - office-based with event travel as required
Reports To	Social Media Manager
Employment Type	Permanent
Salary	Competitive, dependent on experience

About Diaspora Insurance

Diaspora Insurance provides culturally informed insurance solutions for diasporans living and working abroad, helping customers protect themselves, their families and their dignity across borders. As the business prepares for FY2026/27 growth, Marketing is building a stronger brand, digital, community, event and partnership engine to support awareness, lead generation, online portal conversion, retention and trust.

Role Purpose

Produce high-quality video, photography, short-form social assets, event content, campaign stories and educational content that make DI visible, trusted and easier to understand across diaspora communities.

Key Responsibilities

• Plan, shoot and edit short-form videos, reels, event recaps, interviews, explainers, testimonials and campaign assets.
• Create monthly content batches for paid media, organic social, ambassador activity, events, source-market campaigns and website education.
• Attend key events to capture content, customer/community stories, stakeholder interviews and BDM/event activation footage.
• Work with the Social Media Strategist to translate content calendars into platform-ready assets.
• Work with the Brand Manager to maintain brand tone, visual consistency and emotionally sensitive storytelling.
• Create content for claims education and customer trust without exploiting grief or breaching compliance standards.
• Support design and paid media teams with creative variations to reduce ad fatigue.
• Maintain an organised content library by corridor, campaign, event, partner, consent status and usage rights.
• Ensure consent forms, usage permissions and compliance approvals are secured before publishing sensitive content.
• Produce weekly edits and monthly hero assets aligned to the campaign calendar.

Key Performance Indicators / Success Measures

KPI Area	Measure
Content output	Produce minimum 24-32 paid/social creative assets per month plus event content packs.
Video production	Produce minimum 8-12 short-form videos per month across corporate and corridor campaigns.
Event content	Capture and deliver content packs for 100% of major events attended.
Creative fatigue reduction	Refresh paid media assets monthly and provide variant library.
Compliance	100% sensitive content supported by consent and compliance approval where required.
Content library	Maintain searchable content bank with naming, tags and rights status.
Performance learning	Use performance reports to produce improved creative variants each month.

First 90 Days: Expected Deliverables

1. Audit available video/photo assets and identify gaps.
2. Build content production calendar for Q1.
3. Create recurring templates for reels, testimonials, FAQs, event recaps and source-market proof.
4. Produce first 30-day batch of paid and organic content.
5. Create content consent and storage workflow with PR/Events and Compliance.

Required Experience, Skills and Attributes

• 2+ years in content production, videography, photography, social video editing or digital media production.
• Strong filming and editing skills for mobile-first content.
• Ability to produce fast-turnaround content for events and campaigns.
• Experience with culturally sensitive storytelling and community content desirable.
• Good written communication and basic script/storyboard capability.
• Able to travel to UK events and work occasional evenings/weekends when required.
• Organised, proactive and comfortable working to campaign deadlines.

Tools / Systems

Camera/mobile filming equipment, CapCut, Adobe Premiere Pro, Adobe Lightroom/Photoshop, Canva/Figma, Google Drive/SharePoint, StreamYard/OBS/Zoom desirable.

Personal Attributes

• Commercially minded and outcome-focused.
• Culturally aware and respectful of African diaspora communities.
• Comfortable working in a regulated environment with compliance review processes.
• Highly organised, proactive and accountable.
• Able to work cross-functionally with Marketing, Sales, BDMs, Compliance, IT/PAS, Claims and Customer Care.

How to Apply

Applicants should submit a CV and a brief cover note explaining how their experience can support Diaspora Insurance’s growth, brand awareness, lead generation and customer trust objectives:hr@diasporainsurance.com, marketing@diasporainsurance.comApplication Deadline: September 4, 2026 

Job Description: Community & CRM Manager

 

Job Title	Community & CRM Manager
Department	Birmingham, UK – Marketing / Community, CRM & Retention
Location	Birmingham, UK - office-based
Reports To	Head of Marketing
Employment Type	Permanent
Salary	Competitive, dependent on experience

About Diaspora Insurance

Diaspora Insurance provides culturally informed insurance solutions for diasporans living and working abroad, helping customers protect themselves, their families and their dignity across borders. As the business prepares for FY2026/27 growth, Marketing is building a stronger brand, digital, community, event and partnership engine to support awareness, lead generation, online portal conversion, retention and trust.

Role Purpose

Own customer/community engagement, influencer coordination, CRM/PAS journeys, WhatsApp/email marketing, reviews, NPS, referrals, NTU recovery and retention-led organic growth.

Key Responsibilities

• Design and manage CRM/PAS customer journeys across lead capture, quote follow-up, abandonment, onboarding, reviews, referrals, upsell, renewal and cancellation prevention.
• Own email, WhatsApp and SMS campaign calendars for customers, NTUs, non-customers, group leads and event leads.
• Coordinate influencer activity, landing pages, tracking links, briefing, compliance requirements, proof-of-work and performance reporting.
• Build NPS, review and referral programmes, routing promoters to reviews/referrals and detractors to service recovery.
• Manage monthly retention and organic growth campaigns including add-a-life, cover upgrade, referral prompts and beneficiary awareness.
• Work with the Website Manager to create influencer, event, NTU and referral landing pages with clear attribution.
• Work with Customer Care, Claims, Compliance and Sales to ensure customer journeys are accurate, empathetic and compliant.
• Segment audiences by corridor, source, lead status, product interest, customer tenure, objection and retention risk.
• Maintain influencer/community database and performance tracker.
• Produce monthly lifecycle performance reports covering open/click/reply rates, recovered policies, reviews, NPS, referrals and churn signals.

Key Performance Indicators / Success Measures

KPI Area	Measure
Influencer/vCard leads	Support 8,500 vCard and influencer landing page leads with tracked source reporting.
Retention	Support 85% retention target through CRM journeys and early cancellation prevention.
NTU recovery	Run monthly NTU/reapply campaigns and report recovered policies.
Reviews/NPS	Implement NPS and review capture; monthly increase in Google/Trustpilot/Facebook reviews.
Email/WhatsApp cadence	Deliver monthly non-customer, upsell, referral and education campaigns on agreed dates.
Referral growth	Build tracked referral journeys and report monthly referral policies.
Data hygiene	Maintain segmentation, consent status, source attribution and campaign logs.

First 90 Days: Expected Deliverables

1. Map all lifecycle journeys and current customer communications.
2. Launch July non-customer, customer upsell and referral campaign sequence.
3. Create influencer tracking framework and landing page request process.
4. Implement NPS/review journey with service recovery routing.
5. Create monthly retention dashboard and CRM campaign calendar.

Required Experience, Skills and Attributes

• 2+ years in CRM, lifecycle marketing, community management, influencer coordination or retention marketing.
• Experience with email/WhatsApp/SMS marketing, segmentation and campaign reporting.
• Strong understanding of customer journeys and retention funnels.
• Ability to manage influencers and community stakeholders with professionalism and compliance discipline.
• Good knowledge of GDPR/PECR consent principles or willingness to work closely with Compliance.
• Strong copywriting and customer empathy.
• Data-driven, organised and comfortable coordinating across sales, claims, customer care and marketing.

Tools / Systems

CRM/PAS, email platform, WhatsApp Business/API, SMS tools, Google Sheets/Excel, Trustpilot/Google review tools, UTM tracking, landing page forms.

Personal Attributes

• Commercially minded and outcome-focused.
• Culturally aware and respectful of African diaspora communities.
• Comfortable working in a regulated environment with compliance review processes.
• Highly organised, proactive and accountable.
• Able to work cross-functionally with Marketing, Sales, BDMs, Compliance, IT/PAS, Claims and Customer Care.

 Skills and Experience: Email Marketing (Mail Chimp), Influencer/Brand Partnerships, Landing Page forms, WhatsApp Marketing, Excel, Review toolsGAP – CRM (Will require Training), PAS (Will require Training)

Brand Manager

 

Job Title	Brand Manager
Department	Birmingham, UK – Marketing
Location	Birmingham, UK - office-based with UK event/media attendance as required
Reports To	Head of Marketing
Employment Type	Permanent
Salary	Competitive, dependent on experience

About Diaspora Insurance

Diaspora Insurance provides bespoke insurance solutions for diasporans living and working abroad, helping customers protect themselves, their families and their dignity across borders. As the business prepares for FY2026/27 growth, Marketing is building a stronger brand, digital, community, event and partnership engine to support awareness, lead generation, online portal conversion, retention and trust.

Role Purpose

Own Diaspora Insurance’s corporate brand awareness strategy and ensure the brand becomes visible, trusted and consistent across ATL, BTL, digital, events, PR, source-market activity and partner channels. 

Key Responsibilities

• Develop and manage the annual corporate brand awareness roadmap from July 2026 to June 2027, ensuring awareness is treated as a company-wide brand objective rather than fragmented corridor activity.
• Own ATL planning and delivery, including OOH, bus, street furniture, radio, cinema, airport halo campaigns, TV/OTT tests and corporate PR bursts.
• Translate the brand guidelines into campaign-ready messaging, layouts, creative briefs and channel rules for all DI brand activity.
• Lead the Pan-African Brand Ambassador project: shortlist, outreach, negotiation, compliance review, contract deliverables, campaign launch and performance tracking.
• Develop a brand strategy that supports core messaging of the brand and create quarterly brand campaigns around the core message
• Manage brand consistency across digital ads, events, influencer content, partner collateral, website, CRM journeys, print and internal communications.
• Work with the Events & PR Manager to align events with brand visibility objectives, ensuring all flagship activations generate content, PR angles and measurable brand recall.
• Work with the Paid Media and SEO/CRO teams to track brand lift proxies including branded search, direct traffic, assisted conversions and retargeting pool growth.
• Own brand measurement dashboards and monthly reporting to the Head of Marketing and Channels Director.
• Maintain a library of approved messaging, proof points, claim statements, disclaimers, brand templates and creative assets.

Key Performance Indicators / Success Measures

KPI Area	Measure
Brand search growth	Increase branded search and direct traffic by agreed quarterly targets; minimum +75% direct traffic and +100% branded search YoY by June 2027.
Corporate campaign delivery	Deliver 4 quarterly corporate campaigns and 12 monthly awareness bursts on time.
ATL execution	Deliver approved OOH/radio/cinema/airport campaigns with unique tracking URLs, QR codes and call/WhatsApp tracking.
Brand consistency	95%+ campaign assets compliant with brand guidelines and approved financial promotion wording before publishing.
Brand recall	Event survey recall: 60%+ in Zimbabwe audiences and 30%+ in Nigeria, Ghana and Kenya by June 2027.
Media value	Secure added-value media deliverables in at least 80% of paid ATL/media buys.
Ambassador programme	Launch ambassador programme by Q3 with tracked content, usage rights, compliance sign-off and monthly performance report.

First 90 Days: Expected Deliverables

1. Audit current brand assets, awareness channels and messaging consistency.
2. Create July-September corporate awareness roadmap and campaign calendar.
3. Finalise OOH/radio/airport measurement framework and creative briefs.
4. Build ambassador scorecard and shortlist.
5. Create brand dashboard covering branded search, direct traffic, social reach, PR value, event recall and offline-to-online response.

Required Experience, Skills and Attributes

• 5+ years in brand management, integrated marketing, campaign management or communications, ideally in financial services, insurance, diaspora, multicultural or community-led sectors.
• Strong understanding of ATL and BTL media, including OOH, radio, PR, events, digital video and social amplification.
• Ability to manage agencies, media owners, influencers and internal stakeholders.
• Excellent written and verbal communication skills; able to create clear campaign briefs and executive updates.
• Working knowledge of FCA-regulated marketing or willingness to work within strict compliance processes.
• Strong project management and reporting discipline.
• Culturally aware, commercially minded and comfortable working across African diaspora communities.

Tools / Systems

Microsoft Office, Google Workspace, Canva/Figma review capability, Google Analytics, Meta/Google reporting dashboards, CRM/PAS reporting, project management tools.

Personal Attributes

• Commercially minded and outcome-focused.
• Culturally aware and respectful of African diaspora communities.
• Comfortable working in a regulated environment with compliance review processes.
• Highly organised, proactive and accountable.
• Able to work cross-functionally with Marketing, Sales, BDMs, Compliance, IT/PAS, Claims and Customer Care.

How to Apply

Applicants should submit a CV and a brief cover note explaining how their experience can support Diaspora Insurance’s growth, brand awareness, lead generation and customer trust objectives:hr@diasporainsurance.com, marketing@diasporainsurance.com