Partner at Infinite HR
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Head - Customer Engagement & Monetization - BFSI (8-9 yrs)
- 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.
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