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