Manager Customer Engagement

Job Description

The role will be responsible for leading the marketing and communication efforts, and customer engagement efforts of the Fintech organization to aid growth. Visualizing and building smart/intelligent and targeted marketing campaigns and undertake monitoring of the same to ensure success.

Responsibilities

Key Responsibilities:

• Build and maintain strong, long-term relationships with customers across multiple segments
• Develop and execute engagement strategies to drive adoption, retention, and loyalty
• Manage customer communication across channels such as email, SMS, push notifications, WhatsApp, in-app, and social media
• Analyze customer behavior and feedback to identify engagement opportunities and personalize initiatives
• Collaborate with Marketing, Product, Growth, and Customer Support teams to ensure seamless customer experience
• Gather and share customer feedback with internal teams to influence product and service improvements
• Drive initiatives that encourage customer advocacy, including referrals, testimonials, and community engagement
• Monitor and report on key engagement metrics such as activation, retention, NPS, churn, and campaign performance
• Design and implement lifecycle campaigns tailored to different customer personas and journey stage
• Support onboarding processes to ensure new customers quickly understand and adopt key features
• Identify at-risk customers and execute re-engagement initiatives to reduce churn
• Leverage customer data and segmentation to deliver personalized offers and experiences
• Organize and support customer events, webinars, and community activities to strengthen brand connection
• Stay up to date with industry best practices and emerging engagement tools to continuously improve strategies
  
  

• Bachelor’s degree in marketing, Business Administration or related fields
• 5+ years of total experience in Growth or CRM position in related sectors such a finance and technology products
• Prior experience in Fintech Marketing & Marketing Analytics
• Experience with Google Ads, Bing Ads, Display and Retargeting
• Cultivates Innovation
• Optimizes Work Processes