Manager/Customer Engagement

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

Qualifications

Qualifications & Experience:

• 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