Senior Manager - Marketing Communication & Martech - Credit Cards Business (4-10 yrs)

Position : Sr. Manager - Marketing Communication & Martech

Department : Credit Cards Business

Location : Mumbai

Role Overview:

We are looking for a Communication & Martech Manager who will oversee the end-to-end execution of customer communications across SMS, Email, and Digital Channels, ensuring seamless operations, compliance, and optimization of engagement strategies. This role will also be responsible for managing Bank's Mobile Banking App from a communication and customer experience perspective, ensuring smooth execution of app-based campaigns and in-app messaging.

The ideal candidate will have experience in Martech platforms, campaign automation, stakeholder management, and performance tracking while ensuring compliance with industry standards and regulatory guidelines.

Key Responsibilities:

1. SMS & Email Communication Execution:

- Manage the end-to-end execution of SMS & Email campaigns, including planning, content creation, scheduling, and performance tracking.

- Work closely with compliance teams to ensure accurate and effective communication.

- Ensure timely and error-free deployment of customer communications for product updates, offers, transactional alerts, and engagement campaigns.

- Implement personalization and segmentation strategies to improve customer engagement.

- Ensure all communications adhere to RBI & TRAI guidelines and internal compliance policies.

2. Martech & Campaign Operations Management:

- Oversee the execution of campaigns through Marketing Automation Platforms (MAPs), CRM tools, and SMS/Email service providers.

- Manage the integration of customer data with Martech platforms to enable targeted and automated communications.

- Optimize customer journeys by leveraging customer insights, and behavioral data.

- Collaborate with Tech, Product, and Compliance teams to drive efficiency in communication workflows.

3. (Mobile Banking App) Communication & Engagement:

- Drive and optimize in-app communications, including push notifications, banners, and personalized offers.

- Work with UI/UX and product teams to enhance app-based customer interactions.

- Ensure seamless execution of app-based campaigns, performance tracking, and continuous improvements based on insights.

- Collaborate with the data team to analyze customer engagement trends within the app.

4. Performance Tracking & Optimization:

- Track key KPIs (Open rates, Click rates, Conversions, Engagement, and Unsubscribes) for SMS, Email & App campaigns.

- Generate regular reports on campaign performance and provide actionable insights for improvement.

- A/B test subject lines, messaging formats, and send times to optimize engagement.

- Work on reducing message fatigue and optimizing customer communication frequency.

5. Cross-Functional Collaboration & Stakeholder Management:

- Act as the single point of contact for all communication execution, Martech operations, and app engagement.

- Collaborate with Product, Compliance, Technology, and Business teams to align communication strategies with business objectives.

- Work with external SMS, Email, and Martech vendors to ensure best-in-class execution and adherence.

Key Skills & Qualifications:

- Experience: Good exp in a Martech, Digital Communications, or Campaign Operations role in BFSI, Fintech, or relevant industries.

- Technical Expertise: Hands-on experience with Marketing Automation Platforms (like WebEngage, MoEngage, Salesforce, etc.), CRM tools, and campaign execution, MS Excel.

- Analytical Skills: Strong ability to interpret campaign performance data and optimize strategies accordingly.

- Compliance Knowledge: Familiarity with RBI, TRAI, and industry regulations for customer communications.

- Project Management: Ability to manage multiple campaigns, stakeholders, and deadlines in a fast-paced environment.

Communication & Collaboration: Strong interpersonal skills to coordinate with internal teams and external vendors effectively.