About Snapmint:

Indias booming consumer market has over 300 million credit-eligible consumers, yet only 35 million actively use credit cards. At Snapmint, we are building a better alternative to credit cards that lets consumers buy now and pay later for a wide variety of products, be it shoes, clothes, fashion accessories, or mobile phones. We firmly believe that an enduring financial services business must be built on the bedrock of providing honest, transparent and fair terms.

Founded in 2017, today we are the leading online zero-cost EMI provider in India. We have served over 10M consumers across 2,200 cities and are doubling year on year. Our founders are serial entrepreneurs and alumni of IIT Bombay and ISB with over two decades of experience across leading organizations like Swiggy, Oyo, Maruti Suzuki and ZS Associates before successfully scaling and exiting businesses in patent analytics, ad-tech and bank-tech software services.

Role Overview:

Snapmints CRM engine is analytically deep and built for measurement. Were now adding a new layer: a dedicated owner of customer experience, narrative, and insight that complements the numbers with genuine human understanding.

As Manager - Customer Experience & Communications, you will be the voice of the customer inside the lifecycle team. Youll define how we communicate across every touchpoint, run deep customer research to uncover why users behave the way they do, and translate those insights into sharper messaging, better journeys, and a more empathetic brand presence. This is not a pure analytics role - its a creative, research-led, customer-obsessed position designed to sit alongside our data-driven CRM managers and make the whole system stronger.

Responsibilities:

1. Customer Experience Strategy & Journey Communications:

- Own the communication layer across push, SMS, WhatsApp, email, and IVR. Build messaging playbooks for each lifecycle stage - from onboarding to reactivation - and ensure a consistent, human tone across all user touchpoints.

2. Customer Research & Insights:

- Conduct qualitative and quantitative research to understand user motivations, pain points, and drop-offs. Bring the voice of the customer into campaign design. Partner with analytics to connect behavioural data with underlying intent, and turn those insights into better messaging and experience improvements.

3. Creative & Narrative Development:

- Translate data-led journey maps into clear, compelling, and empathetic communication. Craft the narratives for activation, engagement, cross-sell, win-back, and rewards campaigns. Test messaging, tone, and creative approaches through A/B experiments, and refine based on performance and customer feedback.

4. Cross-Functional Partnership:

- Work closely with lifecycle managers, campaign specialists, product teams, and design. Brief creative needs, review output for quality and consistency, and champion the customer perspective in every room youre in.

Qualifications:

- 3-6 years of experience in customer experience, brand marketing, lifecycle communications, or a similar role where you shaped customer narratives.

- Strong writing and communication skills - you can craft messaging that feels human, not robotic.

- Experience with CRM or engagement platforms (CleverTap, MoEngage, WebEngage, or similar) - you dont need to build complex journeys, but you understand the canvas youre working on.

- Comfort with campaign data and performance metrics - you dont need to be an analyst, but you can read a campaign dashboard and use it to inform creative decisions.

- Hands-on exposure to customer research or insight generation - youve run interviews, surveys, or usability studies, or worked closely with researchers.

- A natural empathy for users and a curiosity about what drives behaviour.

- Prior work in consumer internet or fintech is a strong plus.