Senior Manager/AVP - Customer Communications - Bank

One of our clients, a Leading Private Bank is looking out for a top of the line Customer Communications Specialist ( Internal / External ) - Customer Experience to be based at Mumbai.

The individual should be a MBA in Marketing / Communications with at least 8 years of experience, of which core experience in managing internal and external communications to customers in sectors like Banking/ Financial Services/ Telecom (B2C only).

Job Purpose:

- Develop customer-centric communication (internal & external) and design communication standards leading to superior customer experience across all touch points.

- Direct Marketing / BTL experience preferred .

- Redrafting the service Communication - response / acknowledgment emails to customers for regular and escalated complaints

- Defining Style Guidelines for Email communications & being the custodian for all Service communication templates

- Creating Service branding communication for employees and consumers

- Creating communication strategy for all CX intervention both employees and customers.

- Ensuring adherence to brand guidelines for customer communication

- Ensure higher success rate ( open rates ) for Email Service communications

Job Responsibilities :

- Identify opportunities to drive customer experience

- Be well versed with competitor led campaigns across Product, Process and CX.

- Sound understanding of customer centricity and its drivers.

- Identify gaps in customer experience across communication and processes.

- Design Communication (Internal, External) - Craft content as per the desired intervention

- Deep understanding and appreciation of design aesthetics and communication.

- Excellent command on all elements of communication and its critical appreciation.

- Develop and Uphold Communication standards across the organization - Create templates for written communication

- Create narratives to enable consistent customer communication

- Ensure organization wide salience and adherence to guidelines

- Efficacy of communication and media employed - Have a robust understanding of marketing analytics to achieve your communication objectives

- Understand creative deployment of media to build salience by employing multiple channels or using an iterative approach.