Manager – Customer Engagement

Apply now »

Date: Nov 16, 2024

Location: Gurugram, HR, IN

Company: maxlifeins

Job Description

Position

M/SM – Digital User Engagement

Incumbent

New Position

Department

Digital Marketing & Ecommerce

Function

Customer Experience and Engagement

Reporting to

AVP– Customer Experience and Engagement

Band

 

Location

Gurgaon

Team size (D/I)

0

JOB SUMMARY

Customer Communication Experience is the next competitive battleground where businesses will be won or lost

This position will be responsible to drive Customer, Partner & Seller communication through Max Life Digital Assets & Core systems with a holistic view of the Customer Life Cycle.
KEY RESPONSIBILITIES

 

  1. Campaign Creation and Management – Engage and Assist existing prospects for D2C and new age Banca partners
  1. Build logics and cohorts for relevant communication across all stages of journey to bring the in-funnel audience back on the platform and move one step ahead in the journey via E-mail, SMS, BPNs- (web and app) and WhatsApp
  2. Design and Deploy appropriate campaign management workflow across multiple channels to power an integrated digital engagement and acquisition ecosystem
  3. Monitor workflow functioning regularly, identify areas to improve on chase assistance and automate all communication work flows
  4. Create new and scalable revenue lines from in-funnel audiences (Drop lead and birthday)
  5. Build automated, scalable workflows that can be replicated across new age Banca partners

 

  1. Integrating WhatsApp as a key channel in Ecomm
  1. Enhanced Integration of WhatsApp throughout consumer Journey
  2. Enabling Usage of Dynamic PDFs for more personalised communication to the customer at different stages in the journey and strategizing the future roadmap.
  3. Enriching BOT and Live chat for customers as preferred modes of sales assistance and query resolution
  4. Building conversational interfaces on WhatsApp for prospect generation and end-to-end on-boarding experience

 

  1. Leverage Analytics for continuous optimization
  1. Regular analysis of data from analytics tool provided by Netcore/Haptik and Google Analytics to find out insights and optimise campaigns
  2. A/B test variations of creatives and campaigns and evaluate to shortlist top performing communication
  3. Drive insights on what communication works on different segments and Target Audiences

 

  1. Communication Management
  1. Collaborate with functional & external experts including research to ensure relevant communication is sent for in-funnel audiences.
  2. Share best practice for email marketing, SMS, Notifications and WhatsApp with the creative team to ensure synergies and adapting to industry best practice
  3. Integrate consumer feedback to and from call center with communication panel and drive relevant interventions

 

 

Key Relationships (Internal /External)

 

Internal: 

Significant interaction: Digital Marketing, Digital Product Management, Channel Marketing Teams, Operations, Underwriting, Marketing & IT in a business role.

 

External: 

Significant interaction: Technology partners, Business Partners, Potential alliance partners

 

Key competencies/skills required

  • Marketing Automation
  • User Engagement via all communication channel
  • Integrating Journey with Communication Tools like Smartech, Haptik, etc.
  • Google Analytics
  • Ability to drive matrix organizations and engage effectively with cross-functional teams

 

 

Experience

  • Candidate should have experience in cross channel marketing automation tools in BFSI/ E-commerce sector
  • Hands on experience of integrating consumer journey with the Automation tools available. Experience in deploying WhatsApp as a major channel for E2E Customer onboarding.
  • Proven track record of working with cross-functional teams focused on conceiving & implementing digital sale enhancement initiatives
  • Experienced in handling customer communication across journey stages

Job Description

Position

M/SM – Digital User Engagement

Incumbent

New Position

Department

Digital Marketing & Ecommerce

Function

Customer Experience and Engagement

Reporting to

AVP– Customer Experience and Engagement

Band

 

Location

Gurgaon

Team size (D/I)

0

JOB SUMMARY

Customer Communication Experience is the next competitive battleground where businesses will be won or lost

This position will be responsible to drive Customer, Partner & Seller communication through Max Life Digital Assets & Core systems with a holistic view of the Customer Life Cycle.
KEY RESPONSIBILITIES

 

  1. Campaign Creation and Management – Engage and Assist existing prospects for D2C and new age Banca partners
  1. Build logics and cohorts for relevant communication across all stages of journey to bring the in-funnel audience back on the platform and move one step ahead in the journey via E-mail, SMS, BPNs- (web and app) and WhatsApp
  2. Design and Deploy appropriate campaign management workflow across multiple channels to power an integrated digital engagement and acquisition ecosystem
  3. Monitor workflow functioning regularly, identify areas to improve on chase assistance and automate all communication work flows
  4. Create new and scalable revenue lines from in-funnel audiences (Drop lead and birthday)
  5. Build automated, scalable workflows that can be replicated across new age Banca partners

 

  1. Integrating WhatsApp as a key channel in Ecomm
  1. Enhanced Integration of WhatsApp throughout consumer Journey
  2. Enabling Usage of Dynamic PDFs for more personalised communication to the customer at different stages in the journey and strategizing the future roadmap.
  3. Enriching BOT and Live chat for customers as preferred modes of sales assistance and query resolution
  4. Building conversational interfaces on WhatsApp for prospect generation and end-to-end on-boarding experience

 

  1. Leverage Analytics for continuous optimization
  1. Regular analysis of data from analytics tool provided by Netcore/Haptik and Google Analytics to find out insights and optimise campaigns
  2. A/B test variations of creatives and campaigns and evaluate to shortlist top performing communication
  3. Drive insights on what communication works on different segments and Target Audiences

 

  1. Communication Management
  1. Collaborate with functional & external experts including research to ensure relevant communication is sent for in-funnel audiences.
  2. Share best practice for email marketing, SMS, Notifications and WhatsApp with the creative team to ensure synergies and adapting to industry best practice
  3. Integrate consumer feedback to and from call center with communication panel and drive relevant interventions

 

 

Key Relationships (Internal /External)

 

Internal: 

Significant interaction: Digital Marketing, Digital Product Management, Channel Marketing Teams, Operations, Underwriting, Marketing & IT in a business role.

 

External: 

Significant interaction: Technology partners, Business Partners, Potential alliance partners

 

Key competencies/skills required

  • Marketing Automation
  • User Engagement via all communication channel
  • Integrating Journey with Communication Tools like Smartech, Haptik, etc.
  • Google Analytics
  • Ability to drive matrix organizations and engage effectively with cross-functional teams

 

 

Experience

  • Candidate should have experience in cross channel marketing automation tools in BFSI/ E-commerce sector
  • Hands on experience of integrating consumer journey with the Automation tools available. Experience in deploying WhatsApp as a major channel for E2E Customer onboarding.
  • Proven track record of working with cross-functional teams focused on conceiving & implementing digital sale enhancement initiatives
  • Experienced in handling customer communication across journey stages