Product Manager - Customer Retention

Job Description

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