Manager - Customer Experience and Communications

About Snapmint:

Snapmint is a leading fintech company redefining access to consumer credit in India. With over 10 million customers across 2,200+ cities, our zero-cost EMI platform enables responsible purchases without the need for a credit card across categories like fashion, electronics, and lifestyle. India has over 300 million credit eligible consumers, yet fewer than 35 million actively use credit cards. Snapmint addresses this gap by offering a trusted, transparent alternative grounded in financial inclusion and ethical lending practices.

Founded in 2017, Snapmint is a profitable, high-growth company doubling year-on-year. Our founding team, alumni of IIT Bombay and ISB, brings deep experience from companies like Oyo, Ola, Maruti Suzuki, and has successfully built and exited ventures in ad-tech, patent analytics, and bank-tech.We are building the future of responsible consumer finance, simple, transparent, and customer-first.

Role Overview

Snapmint's CRM engine is analytically deep and built for measurement. We're 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. You'll 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 — it's a creative, research-led, customer-obsessed position designed to sit alongside our data-driven CRM managers and make the whole system stronger

Key Responsibilities:

● 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.

● 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.

● 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.

● 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 you're in.

Requirements:

● 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 don't need to build complex journeys, but you understand the canvas you're working on.

● Comfort with campaign data and performance metrics — you don't 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 — you've 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.