Sr. Manager- Customer Experience & Marketing (Chat Bot)

Key Responsibilities:

• Chatbot Strategy & Management:
• Develop and manage the end-to-end chatbot strategy for customer onboarding and sales customer service and collections across platforms such as WhatsApp website and our Saathi mobile App.
• Drive chatbot improvements focusing on business outcomes such as enhanced customer experience increased conversion rates and efficient collections.
• Define the roadmap for chatbot enhancements in collaboration with business product and tech teams.
• Customer Experience & onboarding journey Optimization:
• Design and optimize Customer Experience journeys for various use cases including query resolution loan related details and provide related documents through bots.
• Offer right product in right time to existing customers based on Analytical recommendations.
• Implement chatbots for self-onboarding processes ensuring a seamless and user-friendly experience for new customers.
• Build and refine sales journey bots aiming to improve lead conversion upsell opportunities and cross-sell products effectively.
• Collection Automation:
• Work on automating collections through chatbot solutions ensuring timely and customer-friendly interactions for debt recovery and payment reminders.
• Collaborate with collections teams to define the bot s role in enhancing recovery rates while maintaining positive customer relationships.

• Collaboration & Stakeholder Management:
• Collaborate with Business Marketing Customer Experience Bot external Partner and IT teams to align chatbot objectives with broader company goals and ensure proper implementation.
• Regularly engage with stakeholders to understand business needs and translate them into chatbot functionalities.
• Monitor and track the performance of chatbots gathering insights to refine and enhance their capabilities.
• Continuous Improvement & Reporting:
• Analyze bot performance metrics and customer feedback to identify opportunities for improvement.
• Drive the creation of reports and dashboards that reflect the success of chatbot initiatives and suggest actionable improvements.
• Compliance & Data Security:
• Ensure that chatbot interactions comply with industry regulations including data privacy and security standards.
• Oversee the secure handling of customer data and ensure compliance with RBI regulations.

Looking at candidates with 6 years of experience in chatbot development and management specifically in a business-facing role (need to have back-end technical understanding). Preferably building bots for Digital Marketing and Service Management

Location: Chennai