Head - Marketing & Customer Service

Job Purpose:

The Head - Marketing & Customer Service is responsible for driving end- to- end customer lifecycle strategy for our Client, encompassing product category building, customer acquisition, engagement, service delivery, and retention.

The role enables sustainable business growth by integrating marketing, customer experience, and service operations in a competitive and regulated broking environment.

Job Context & Major Challenges:

Our Client is primarily a Broking Company, deals in Equity, Commodity & Currency. Workforce of ~800 spread across ~40 locations with customer base of in excess of 3 lacs. Commodity operations are managed through its 100% subsidiary our Client Commodities Broking limited. Our Client is one of the leading securities trading companies in the country. Our Client operates in a fragmented equity broking business and has a daily turnover of close to 3,000 Crores with a market share of 1%. Our Client works in a highly regulated environment with a host of regulators like SEBI, RBI, AMFI, FMC, IRDA etc. regulating its day to day operations. In addition to the regulator our client is also subject to close monitoring and inspection through various agencies like NSE / BSE / NCDX / MCX / NSDL / CDSL etc. Our Client also operates in a highly competitive market mainly in fragmented industry with our Client competition from major National Broking houses like ICICI Securities, HDFC Securities, Angel Broking, MOFSL etc. and a range of local Broking outfits.

Job Context :

The role of Head - Marketing & Customer Service is critical in :

- Differentiating our client in a market impacted by discount brokers and high customer expectations.

- Integrating customer acquisition (marketing) with service delivery and experience

- Transitioning from reactive service models to proactive, digital, and self- service- led models

- Acting as the Voice of Customer/Partner across sales, operations, risk, compliance, and product team

Key Result Areas :

Marketing & Growth :

- Define and execute brand and marketing strategy to drive awareness, acquisition, and engagement

- Lead digital marketing (SEO, SEM, social, content, CRM) and multi channel campaigns

- Drive go to market plans for new products and initiatives

- Manage agencies, budgets, and campaign ROI

- Use customer insights, analytics, and market intelligence to shape strategy

Customer Service & Experience :

- Own customer service strategy and delivery across inbound, outbound, and non voice channels

- Ensure best in class customer experience, SLA adherence, and service quality

- Lead contact center operations and partner/franchisee servicing

- Drive NPS, customer satisfaction, and retention improvement

- Act as Voice of Customer, working with business, product, and operations teams

Digital & Process Excellence :

- Enable self service and digital servicing tools (CRM, bots, automation)

- Drive process improvement to reduce TAT and complaint recurrence

- Leverage data to move from reactive to proactive service models

Franchisee & Partner Engagement :

- Strengthen franchisee onboarding, engagement, communication, and productivity

- Support advisor activation, contests, and partner led acquisition

- Improve partner satisfaction and retention

Leadership & Stakeholder Management :

- Collaborate with the sales and client servicing teams to create client-focused marketing materials and presentations.

- Organize webinars, workshops, and other client engagement activities to build relationships and showcase the company's offerings.

- Monitor client feedback and market sentiment to inform marketing strategies and enhance the customer experience.

In House Marketing Campaigns :

- Build and lead high performing Marketing & Customer Service teams

- Set goals, KPIs, and performance standards

- Collaborate with Sales, Compliance, Risk, IT, and Operations

- Ensure all communication and service delivery meets regulatory requirements

People Management :

- Mentor and guide junior marketing & customer service team members, providing training and support to help them develop their skills.

- Coordinate with cross-functional teams (sales, product, compliance) to ensure alignment of marketing & customer service activities with overall business goals.

- Evaluate team performance and provide regular feedback to foster a culture of continuous improvement.