Lead - Business Marketing & Affinity

Job Purpose

The Lead Business Marketing & Affinity is responsible for driving marketing lead conversions, appointment scheduling, login conversions, loan disbursements, and customer retention strategies across Priority Business Center (PBC) channels. This role manages call center operating costs, leads CRM and technology automation initiatives, and builds high-performing teams cross-trained across multiple lines of business.

Key Responsibilities

• Lead Conversion & Sales Performance: Oversee non-India sales operations to convert marketing leads into qualified appointments and drive conversion rate from overall appointments generated into logins.
• Captive & Priority Marketing Execution: Manage captive setups to deliver appointment-to-login conversion rate and ensure disbursement contribution from priority channels.
• Customer Retention Management: Maintain customer retention by retaining controllable customers requesting foreclosure.
• Retention Process Optimization: Upgrade retention capabilities through new technology, dedicated retention tools, structured calling scripts, refined customer communication strategies, and continuous team training.
• Operations & Cost Management: Oversee call center operations to ensure total operational expenses stay within allocated budgets.
• Technology & Analytics Enablement: Implement technological enhancements, including Sales CRM platforms, workflow automation, and business marketing analytics.
• People Excellence & Capacity Building: Lead skill enhancement programs and cross-train team members across various lines of business (LG, Appointment-to-Login, Retention, and New LOBs).

Required Experience

• 812 years of experience in business marketing, call center management, customer retention, or sales operations within retail finance or banking.

Required Qualification

• Bachelor’s degree in Business Administration, Marketing, Finance, or a related discipline (MBA or Master’s degree preferred).

Technical Competencies

• Sales CRM management
• Business marketing analytics
• Call center operations
• Retention toolkit design
• Conversion rate optimization
• Workflow automation

Behavioral Competencies

• Entrepreneurial spirit
• Collaborative leadership
• Customer centricity
• Execution focus
• Strong team development capabilities