Customer Engagement Manager

WE'RE HIRING | AVP – Customer Engagement & Communication Strategy

Location: Seawoods, Navi Mumbai

Experience: 10–15 Years

Industry: BFSI / Insurance / Consumer Services

We are looking for a senior Customer Engagement & Communication Strategy professional who can turn complex customer communication into something simple, relevant, engaging and easy to understand.

This role sits at the intersection of:

Customer Experience & Engagement

Communication Strategy

Creative Storytelling

Digital & Omnichannel Communication

GenAI & Emerging Technologies

Customer Behaviour & Segmentation

What will you do

• Develop customer communication and engagement strategies

• Decide what to communicate, to whom, how and through which channel

• Drive communication across Email, WhatsApp, SMS, App, Video, Infographics and other digital channels

• Simplify complex insurance/customer-service information

• Build communication strategies for different customer segments and generations

• Leverage AI & GenAI tools to improve speed, creativity and personalization

• Work closely with Customer Service, Marketing, Digital, Technology, Operations, Legal & Compliance

• Manage creative/digital agencies and senior stakeholders

What are we looking for

10–15 years of relevant experience

Strong customer communication & engagement strategy experience

Excellent storytelling and presentation skills

Strong understanding of customer behaviour and segmentation

Digital-first & creative mindset

Hands-on familiarity with ChatGPT / Gemini / Claude / Canva / Figma / Adobe / Video tools

Ability to simplify complex information into compelling customer communication

Strong stakeholder and agency management skills

BFSI / Insurance experience preferred

Ideal background: Customer Experience | Customer Engagement | Communication Strategy | Digital Marketing | Creative/Digital Agencies | Content Strategy | Consumer Insights | BFSI | Insurance | Fintech

Interested or know someone who fits

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