Executive - Communication and Campaign Management - Retail MFB

Job Purpose:

The Senior Executive Communication and Campaign Management will be responsible for conceptualizing, executing, and monitoring customer communication strategies and recovery campaigns to support collections for stressed assets. The role involves creating tailored messaging across channels (SMS, IVR, WhatsApp, email, etc.) to drive customer engagement, resolution, and recoveries in alignment with the collections strategy.

Key Responsibilities:

• Design and manage customer communication campaigns aimed at improving repayments, settlements, and customer outreach for delinquent portfolios.
• Collaborate with internal stakeholders (collections, legal, analytics) and external vendors to deploy multichannel campaigns (SMS, IVR, WhatsApp, voice calls, email).
• Define customer segmentation and targeting logic for effective communication strategies based on risk profile, bucket stage, or geography.
• Continuously monitor campaign effectiveness (open rates, conversion, response ratio, recovery impact) and share insights for optimization.
• Ensure all communication is compliant with regulatory standards and reflects appropriate tone and sensitivity, especially in stress-related interactions.
• Maintain a communication calendar and ensure timely execution of planned touchpoints and campaigns.
• Coordinate with IT or digital teams to ensure campaign delivery through automation platforms.
• Support the Collections Strategy team with inputs on content, scripts, and creatives when required.

Key Skills & Competencies:

• Understanding of collections or recovery communication workflows.
• Strong in campaign planning and execution, especially in BFSI or NBFC environments.
• Familiarity with digital communication tools and platforms (SMS/IVR/WhatsApp APIs, dialers, CRM, etc.).
• Good analytical skills to interpret campaign data and performance.
• Excellent written and verbal communication skills.
• Ability to multitask and coordinate across teams with a solution-oriented mindset.

Qualifications - Graduate/Postgraduate in Mass Communication, Marketing, Business Administration, or equivalent.