Finvasia - Campaign Manager (10-12 yrs)

Position: Campaign Manager.

Location: Mumbai.

Department: Digital Marketing.

We are seeking a Campaign Manager/ Head of Engagement & Customer Retention with 10 years of experience in the BFSI sector, especially in the stock market industry.

This role will lead the strategy for user engagement, retention, and CRM, leveraging tools like Clevertap, MoEngage, Adobe Marketing Cloud, and Salesforce to enhance the customer journey and maximize retention.

Key Responsibilities:

- Strategy & Execution: Develop and implement engagement and retention strategies specific to the stock market segment.

- KPI Management: Establish KPIs for retention, engagement, and campaign performance.

- Segmentation & Cohorts: Create user segments based on activity and transactions to drive targeted actions.

- CRM & Communication: Oversee CRM strategy across push, email, and omnichannel communication.

- Automation & Personalization: Implement automation and personalized communication to boost marketing outcomes.

- Data Insights: Use data to refine strategies and improve KPIs.

- Cross-Department Collaboration: Ensure alignment of CRM and engagement strategies with Product, Sales, and Technology teams.

Data-Driven Decision Making

- Analytics & Reporting: Strong ability to use customer data to identify trends, behavior patterns, and white-spaces which can be used to engage/attract or convert more clients.

- Retention Metrics: Deep understanding of KPIs such as open rates, engagement rates, churn rates, customer lifetime value (CLV), net promoter score (NPS), and customer satisfaction (CSAT).

- Predictive Analytics: Expertise in utilizing predictive modeling and machine learning to foresee customer behavior and take proactive measures to retain clients.

Industry & Regulatory Knowledge

- Regulatory Understanding: In-depth knowledge of financial regulations such as which impact customer communication like (email regulations, TRAI regulations, DPDPR), PCI-DSS, and other compliance requirements related to customer data and privacy.

- Industry Trends: Awareness of the latest trends in financial technology (FinTech), customer service innovations, and how financial products and services evolve.

- Product Knowledge: Understanding of financial products such as loans, credit cards, savings accounts, and investment services, and how these can be tailored to meet customer needs.

Customer Retention Strategies

- Loyalty Programs: Experience in creating or working loyalty programs that keep customers engaged and encourage repeat business.

- Upsell/Cross-Sell Expertise: Ability to create strategies to cross-sell and up-sell financial products based on customer insights without being pushy.

Requirements:

- 10 years in customer engagement and retention within the BFSI sector (stock market focus).

- Expertise in Clevertap, MoEngage, Adobe Marketing Cloud, Salesforce, or similar tools.

- Strong experience in segmentation, email marketing, and push notifications.

- Leadership skills and the ability to collaborate across departments.

- Data-driven with a focus on improving customer experience and business KPIs.