Reporting Line
The Chief Commercial Officer reports directly to the Managing Director and is a member of the
Executive Management Team (EMT).
Purpose of the Role
The Chief Commercial Officer is responsible for leading and driving the Company’s commercial
strategy, with full oversight of Sales, Marketing, and Customer Service functions. The role ensures
sustainable revenue growth, market expansion, brand strength, and superior customer experience
across all insurance products and distribution channels.
Scope of Authority
The CCO shall:

• Lead and direct all commercial functions of the Company.
• Develop and implement company-wide sales and marketing strategies aligned with corporate

objectives.

• Set customer experience standards and service delivery frameworks.
• Recommend pricing, distribution, and product positioning strategies to the Executive

Management and Board.

• Approve commercial policies, procedures, and operational guidelines within delegated

authority.

• Represent the Company in strategic partnerships, key client engagements, and industry

forums.
Key Responsibilities
Sales & Revenue Management

• Develop and execute the Company’s sales strategy across all insurance lines (Life, General,

Health, Takaful, etc., as applicable).

• Drive premium growth, retention, and profitability through effective channel management

(agents, brokers, bancassurance, digital, corporate accounts).

• Establish sales targets, KPIs, and performance management frameworks.
• Oversee agency development, broker relationships, and corporate sales initiatives.
• Monitor sales performance, market trends, and competitor activity to inform strategic

decisions.
Marketing & Brand Management

• Lead the Company’s marketing and branding strategy to strengthen market presence and

brand equity.

• Oversee advertising, promotions, digital marketing, social media, and public relations

activities.

• Ensure consistent brand messaging across all customer touchpoints.
• Support product launches, campaigns, and market penetration initiatives.
• Utilize market research and customer insights to guide strategic marketing decisions.

Customer Service & Experience

• Provide executive oversight of customer service and claims-facing support functions

(excluding technical claims authority where applicable).

• Establish and maintain customer service standards, SLAs, and service quality benchmarks.
• Drive customer satisfaction, loyalty, and retention initiatives.
• Oversee complaint management, service recovery, and customer feedback mechanisms.
• Promote a customer-centric culture across the organization.

Strategy, Product & Innovation

• Contribute to corporate strategy formulation from a commercial perspective.
• Collaborate with Underwriting, Claims, Risk, Finance, and IT functions on product

development and enhancement.

• Identify new business opportunities, partnerships, and distribution models.
• Lead digital and innovation initiatives related to sales, marketing, and customer engagement.

Governance, Risk & Compliance

• Ensure all commercial activities comply with insurance regulations, internal policies, and

governance frameworks.

• Work closely with Compliance and Risk functions to manage conduct risk and reputational

risk.

• Ensure ethical sales practices and adherence to Treating Customers Fairly (TCF) principles.

Leadership & People Management

• Lead, mentor, and develop managers within Sales, Marketing, and Customer Service

functions.

• Build high-performing, results-driven teams aligned with the Company’s values.
• Support succession planning and talent development for commercial roles.

Qualifications & Experience
Minimum Qualifications

• Master’s Degree in Business Administration, Marketing, Management, Finance, or a related

field.

• Experience
• Minimum 10 years of experience in the insurance industry.
• At least 5 years in an executive or senior leadership role overseeing commercial functions.
• Proven track record in sales leadership, marketing strategy, and customer service

management within an insurance environment.

• Strong understanding of insurance products, distribution channels, and regulatory

requirements.

Competencies & Skills

Terms & Conditions

• Appointment shall be on full-time executive basis.
• Remuneration and benefits shall be determined by the Board in accordance with the

Company’s executive compensation framework.

• Performance shall be reviewed annually against agreed objectives and KPIs.