Campaign Manager

As the Head of Engagement & Customer Retention with 10 years of experience in the BFSI sector, particularly in the stock market industry, you will be responsible for leading the strategy for user engagement, retention, and CRM. You will leverage tools like Clevertap, MoEngage, Adobe Marketing Cloud, and Salesforce to enhance the customer journey and maximize retention. Your key responsibilities will include developing and implementing engagement and retention strategies specific to the stock market segment, establishing KPIs for retention, engagement, and campaign performance, creating user segments based on activity and transactions, overseeing CRM strategy across push, email, and omnichannel communication, implementing automation and personalized communication to boost marketing outcomes, utilizing data to refine strategies and improve KPIs, and ensuring alignment of CRM and engagement strategies with Product, Sales, and Technology teams. You should have a 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. Your expertise should include a deep understanding of KPIs such as open rates, engagement rates, churn rates, customer lifetime value (CLV), net promoter score (NPS), and customer satisfaction (CSAT), as well as utilizing predictive modeling and machine learning to foresee customer behavior and take proactive measures to retain clients. Your knowledge should extend to financial regulations impacting customer communication, industry trends in financial technology (FinTech), customer service innovations, and the evolution of financial products and services. Additionally, you should have experience in creating or working with loyalty programs that keep customers engaged and encourage repeat business, as well as the ability to create strategies to cross-sell and up-sell financial products based on customer insights without being pushy. Requirements for this role include 10 years of experience in customer engagement and retention within the BFSI sector with a 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, the ability to collaborate across departments, and being data-driven with a focus on improving customer experience and business KPIs.,