Manager - CRM - Customer Experience - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Job Description

Role Purpose

To drive customer communication strategy, lifecycle communication management, customer engagement initiatives, regulatory communication compliance, and communication governance across customer journeys. The role is responsible for designing, managing, tracking, and optimizing customer communications while improving customer experience.

KRA's

1. Customer Lifecycle Communication Management-
   • Design and manage end-to-end customer communication journeys across products and customer touchpoints
   • Develop proactive communication programs to address customer concerns and improve transparency.
   • Own communication lifecycle mapping across business functions.
   • Design customized communications based on customer behavior, service requests, application status, and transactional events.
2. Communication Design & Content Governance-
   • Create, review, simplify, and approve customer communication templates
   • Ensure consistency of messaging across SMS, Email, WhatsApp, RCS, and other digital channels.
   • Maintain communication content libraries and governance frameworks.
   • Manage multilingual and vernacular communication deployments.

3. Regulatory & Compliance Management

• Ensure compliance with regulatory requirements and internal communication policies.
• Coordinate communication-related audits, inspections, and regulatory submissions.
• Review templates and communications in line with RBI and regulatory guidelines.

4. Digital Transformation & Automation

• Drive automation of customer communication journeys.
• Manage communication platforms and communication hub initiatives.
• Integrate communication systems across customer-facing platforms.

5. Cost Optimization

• Monitor communication costs across SMS, Email, WhatsApp, and digital channels.
• Identify opportunities to reduce duplicate and low-value communications.
• Drive migration toward cost-efficient communication channels.
• Optimize lifecycle communication costs while maintaining customer experience standards.
• Deliver measurable cost savings through communication transformation initiative

Preferred: If candidate comes from Communication management role or know lending business with an experience of 2-3 years. Post Graduate will be preferred.