Head - Customer Value Management/Client Communication - BFSI

Strategy / Planning :

- Draw long/short term strategies basis analytically-validated consumer behaviour to achieve the business objectives

- Understand customer behaviour by deep diving into their investment pattern to identify association gaps and build marketing communication and platform experience that convert them into engaged investors.

- Enhance productivity through efficient channel utilisation by using the right customer touch-points

- Define, drive and monitor end to end customer Digital Journeys at all touch points - On boarding, Activation & Reactivation

Revenue Growth :

- Interact with Senior Management across business segments and provide sharper analytic-based insights on creating enhanced revenue streams

- Understand the key-drivers for meeting the business objectives through multiple-channels and across customer touch-points

Execution :

- Define and deliver campaigns with seamless planning in collaboration with various stake-holders including Sales, IT, Analytics, Product, Operations

- Review and Refine the approach periodically by measuring the outcome of deployed campaigns

- Setting up Digital Process front-end & back-end for customer journeys for customer retention, cross sell, up sell.

- Apply NPS Analytics to drive campaigns for promoters and detractor customer segments

- Continuous improvement projects/programs to mitigate customer pain areas and reduce cost

Technical Skills :

- Project management capabilities across a range of stake-holders

- Excellent written and oral communication

- Highly adaptable to work in pressure environment and has the ability to work at all levels both within the organisation and externally

- Know-how of marketing automation software like - Siebel CRM, Marketo/Smartech/Peppispost/Unica is must and SQL, HTMLs will be an added advantage