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

Key Responsibilities:

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• Chatbot Strategy & Management:
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• 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.
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• Drive chatbot improvements, focusing on business outcomes such as enhanced customer experience, increased conversion rates, and efficient collections.
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• Define the roadmap for chatbot enhancements in collaboration with business, product, and tech teams.
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• Customer Experience & onboarding journey Optimization:
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• Design and optimize Customer Experience journeys for various use cases including query resolution, loan related details and provide related documents through bots.
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• Offer right product in right time to existing customers based on Analytical recommendations.
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• Implement chatbots for self-onboarding processes, ensuring a seamless and user-friendly experience for new customers.
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• Build and refine sales journey bots, aiming to improve lead conversion, upsell opportunities, and cross-sell products effectively.
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• Collection Automation:
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• Work on automating collections through chatbot solutions, ensuring timely and customer-friendly interactions for debt recovery and payment reminders.
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• Collaborate with collections teams to define the bot s role in enhancing recovery rates while maintaining positive customer relationships.
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• Collaboration & Stakeholder Management:
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• Collaborate with Business, Marketing, Customer Experience, Bot external Partner, and IT teams to align chatbot objectives with broader company goals and ensure proper implementation.
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• Regularly engage with stakeholders to understand business needs and translate them into chatbot functionalities.
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• Monitor and track the performance of chatbots, gathering insights to refine and enhance their capabilities.
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• Continuous Improvement & Reporting:
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• Analyze bot performance metrics and customer feedback to identify opportunities for improvement.
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• Drive the creation of reports and dashboards that reflect the success of chatbot initiatives and suggest actionable improvements.
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• Compliance & Data Security:
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• Ensure that chatbot interactions comply with industry regulations, including data privacy and security standards.
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• Oversee the secure handling of customer data and ensure compliance with RBI regulations.
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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