Position Summary :
The incumbent would play a key role in creating, reviewing & designing life stage based communication for existing customers of the Company.
Key Accountabilities :
Conceptualize and plan Customer Communication :
- Understand & gather business requirements from stakeholders.
- Draft and propose communication plan as per policy life cycle.
- Plan customer campaigns to get them on e-mode of communication.
- Creation of interesting and high impact communication for physical, digital and virtual mode
- Support in driving communication calendar for existing customers
- Use of all channels - Email/SMS/Letter/Calls to drive engagement
- Contribute to make Customer Communication more effective through initiatives
Communication execution :
- Review and modify existing customer service forms & communication
- Challenge and suggest communication content & layout to increase effectiveness
- Co-ordination with respective teams for data gathering, execution and dashboards, etc.
- To make ensure timely plan & release of communication to right segment of customers
- Execute communication as per agreed calendar
- Ensure timely & accurate release of all communication/campaigns
- Manage customer campaigns as planned and approved
- Close adhoc requirements as per given priority
Measure & Review :
- Track & measure communication efficacy
- Evaluate and highlight business benefit/impact
- Make & release communication dashboards
- Analyze responses and behaviors to make future communication effective
Skills, Knowledge & Qualifications :
- Proficiency and experience in drafting & designing content for customers
- Proficiency in English, social media literacy
- Experience in financial services will be an added advantage
- Exposure to Customer Service & Communication
Salary Range: 6-8 LPA
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