Product Manager - Customer Retention

Job Purpose:

This role is responsible for driving Product Per Customer (PPC) for the company, encompassing lending and non-lending offerings. The role calls for a data-driven leader with expertise in product ownership, sales strategy, channel execution, tech integration, and customer experience, with a proven track record of multi-stakeholder management and revenue acceleration.

Key Responsibilities:

a) Strategic Leadership:

• Drive the Product Per Customer (PPC) growth strategy across the company product agnostic.
• Identify opportunities across the customer lifecycle to cross-sell, balance transfer and up-sell both lending and non-lending products.
• Develop and execute bundled product strategies and programs aligned with emerging customer needs.

b) Sales & Channel Management:

• Formulate and execute competitive go-to-market strategies to drive revenue, market share and customer prepositions in discussion with stakeholders
• Drive channel performance across physical branches, digital platforms, DSA, DST, and partner channels.
• Optimize channel economics and productivity while ensuring quality and compliance.

c) Product & Program Ownership:

• Own the product roadmap and manage product lifecycle from ideation to market launch, performance monitoring and manage revenue stream.
• Work closely with technology, analytics, risk and compliance to build innovative and scalable solutions.
• Collaborate with marketing and branding to innovate and design customer-centric programs.

d) Data, Technology & Experience Integration:

• Leverage data analytics to segment customer base, track PPC, define targeted cross-sell campaigns and deep understanding of data.
• Collaborate with tech teams to ensure customer journey digitization and frictionless onboarding.
• Build robust dashboards and MIS to track revenue, activation, PPC, customer engagement KPIs and increase the PPC from current levels.

e) Stakeholder Management:

• Work cross-functionally with risk, legal, compliance, finance, marketing, IT, and operations.
• Forge and manage strategic alliances with external partners (OEMs, FinTechs, Platforms).

Job Requirements:

• Postgraduate / MBA
• 10+ years of experience in Sales, Product and Program Management in BFSI domain
• Proven ability to scale lending products and drive cross-sell across diverse channels
• Experience in managing digital + assisted channels simultaneously
• Demonstrated ability to work with data science/analytics, technology platforms, and external partners
• Strategic & Commercial Acumen
• Customer-Centric Mindset
• Strong Executional Capability
• Influencing & Collaboration Skills
• Analytical Thinking & Tech Fluency