Objective
The Digital CRM Manager will be responsible for managing the customer lifecycle. They will be developing and executing strategies to drive customer activation and engagement through various digital platforms. They will be responsible for enhancing the entire customer experience within our app. This includes onboarding, engagement, and retention strategies to ensure a seamless and positive experience for users throughout the lifecycle of their interaction with our app.
Responsibilties
- Digital Activation
- Collaborate with cross-functional teams to develop and implement a comprehensive digital activation strategy aligned with business objectives.
- Analyse market trends and customer insights to identify opportunities for digital activation improvements.
Customer Onboarding & Journey Optimization:
- Implement strategies to educate customers on features, benefits, and best practices of using our loan app esp. for customers who have downloaded app for completing application process initiated elsewhere.
- Monitor and suggest improvements in the digital onboarding process to enhance user experience and increase customer activation rates.
- Implement A/B testing and data-driven approaches to continually refine and improve retention.
User Engagement & relationship management:
- Supporting optimisation of email and automated communication flows, developing new flows to make best use of insights in timing, targeting and content.
- Building and managing campaigns with messaging to customers or clients customised according to lifecycle stage and engagement level.
- Collaborate with marketing and content teams to create relevant and informative content for users at different stages of their journey.
Lifecycle Automation:
- Implement automated CRM communication workflows from app download to application submission to loan approval and repayment.
- Utilize data-driven insights to personalize communication and interactions based on customer behavior.
Data Analysis and Reporting:
- Monitor key performance indicators (KPIs) related to digital activation and digital conversion and regularly report on the effectiveness of campaigns.
- Use analytics tools to gain insights into customer behaviour and preferences, making data-driven recommendations for improvement in campaigns to drive customer awareness and engagement.
