Manager - Digital Engagement - BFSI

Digital Engagement Manager

- Responsible for Digital Engagement revolving around Customer Lifecycle Journey from onboarding to retention through data analytics, insights and segmentation to achieve business objectives

- Identify relevant customer set for each product and drive product sales

- Improve digital business penetration across broking segments particularly for FNO clients

- Ensure seamless and intuitive client experience on the trading mobile app and web platform

- Responsible for defining online user journeys and customer experience on all digital platforms

- Liaise with Marketing teams, agency and vendors in content creation and implementation across digital platforms to improve activation, engagement and retention

- Focused strategy in increasing margins and transactions from new customers through intuitive and personalized marketing across various channels

- Execute engagement plan across digital mediums to create awareness and ensure maximum visibility on the platforms

- Ensure that all communication material required for educating customer is developed, designed within the time frame specified

- Maintaining and analyzing weekly/monthly/quarterly/yearly data to gain insights on platforms and product performance, recognize potential business improvement areas, etc

- To work closely with support and functional teams (Product, MIS, Marketing, and IT) to achieve desirable outcomes

- Conduct training / webinars on digital products/platforms/tools to all clients to educate on our digital offerings

- Manage, analyze and draw conclusions on campaigns (conversion rate, bounce etc)

- Competition mapping analysis for understanding the market & industry trends

- Responsible for implementing referral strategy and marketing campaigns related to client referrals through rewards and incentive programs and promotions

- Referral module development - landing pages / systems, integration across platforms, tracking through systems

- Create material - soft /hard copies collateral of referral program and policies and other content of various types (written case studies, customer testimonial videos, presentation slides, etc.) based on our customer's experiences and successes

- Provide insights to management on reasons for revenue de-growth and aid in taking preventive action

- Specialize in managing omni-channel, real time, personalized marketing automation across customer lifecycles and driving business KPI's