Head - Customer Engagement & Monetization - BFSI

- The person will be responsible for driving all customer communication (360 journeys - email, SMS, APN, BPN, Call Blast, in-App, Whatsapp) and managing customer life cycle.

- The person will be responsible for RETENTION and IMPROVE on overall Customer Experience. Key metrics would be - Customer onboarding, churn reduction, customer activation, re-activation of dormant customers and monetization.

- He / She should be interacting with head of sales / head of marketing / head of product / head of customer service to own the overall CLV and generate more and more revenue for the firm.

Key responsibilities include :

- Lead a team of 3 people

- Execute integrated campaigns to delight customers consistent with CVM guidelines for different customer segments through SMS, E-mails and other digital platforms

- Customer journey building and marketing automations.

- Campaign evaluation and profitability analysis

- Use data driven approach to identify behavioral patterns to contextualize and customize the campaign communication

- Web and Mobile App Integration

- Vendor Management

- Customer on-boarding, activation, re-activation/churn management & Life cycle campaigns

- Competitor's research & analyzing internal customer behavior to launch new offers

- Collaborate with all internal stakeholders i.e. Business owners, channel partners, products, strategy, customer service, IT

- Present senior management result driven business plans, comprehensive market assessment, products & service launch.