Chat Bot - Digital Marketing

Job Overview:

We are looking for a Chatbot Development Manager who will be responsible for managing and driving the strategy for our chatbot systems, with a key focus on creating and enhancing end to end customer journeys, enabling sales automation, supporting self-onboarding, and optimizing collections. This role will involve collaborating with cross-functional teams, understanding customer pain points, and ensuring that our chatbot systems are aligned with business objectives. The role demands a blend of business acumen, customer-centric thinking, and a deep understanding of chatbot solutions that can be applied in the context of a financial services company

Key Responsibilities:

• Chatbot Strategy & Management:
• Develop and manage trend-to-end chatbot strategy for customer onboarding and sales, customer service, and collections across platforms such as WhatsApp, website.
• 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 bots 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.

Experience:

• 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.
• Proven track record of designing and managing customer-facing chatbot solutions, particularly in customer service, sales, self-onboarding, and collections.
• Prior experience in a customer experience or marketing role, with a deep understanding of customer journeys and business-driven results.
• Experience working within the financial services, Banks or NBFC sector is highly preferred.

Skills:

• Strong technical understanding to develop and manage conversational bot.
• In-depth understanding of customer needs/expectations and how they can be translated into chatbot solutions.
• Ability to work cross-functionally with teams from marketing, product, IT, and customer Experience.
• Analytical mindset with the ability to measure the effectiveness of chatbot solutions and apply data-driven improvements.
• Knowledge of conversational AI, Natural Language Processing (NLP), and chatbot platforms
• Excellent communication and stakeholder management skills.
• Understanding of Customer Experience, Digital Marketing, or related domains are a plus.

Interested candidates can reach out to the below contact Jaya HR (9840849142)