Head - Customer Value Management/Client Communication - BFSI

Strategy / Planning:

- Draw long/short term strategies basis analytically-validated consumer behavior to achieve the business objectives

- Understand customer behavior by deep diving into their investment pattern to identify association gaps and build marketing communication and platform experience that convert them into engaged investors.

- Enhance productivity through efficient channel utilization by using the right customer touch-points

- Define, drive and monitor end to end customer Digital Journeys at all touchpoints - Onboarding, Activation & Reactivation

Revenue Growth:

- Interact with Senior Management across business segments and provide sharper analytics-based insights on creating enhanced revenue streams

- Understand the key-drivers for meeting the business objectives through multiple-channels and across customer touch-points

Execution:

- Define and deliver campaigns with seamless planning in collaboration with various stakeholders including Sales, IT, Analytics, Product, Operations

- Review and Refine the approach periodically by measuring the outcome of deployed campaigns

- Setting up Digital Process front-end & back-end for customer journeys for customer retention, cross sell, up sell.

- Apply NPS Analytics to drive campaigns for promoters and detractor customer segments

- Continuous improvement projects/programs to mitigate customer pain areas and reduce cost

Technical Skills:

- Project management capabilities across a range of stake-holders

- Excellent written and oral communication

- Highly adaptable to work in pressure environment and has the ability to work at all levels both within the organization and externally

- Know-how of marketing automation software like - Siebel CRM, Marketo/Smartech/Peppispost/Unica is must and SQL, HTMLs will be an added advantage