Sr. Manager/AVP - Mumbai Suburban, India - MONEYLICIOUS INVESTMENTS AND CONSULTING SERVICES PRIVATE LIMITED
Description
A leading financial services company with 30 years of proven market excellence offering a wide range of products and services under brokerage
and distribution of equities, commodities, currencies and mutual funds is hiring for the mentioned profile
Location -Goregaon, Mumbai
Experience
Bachelors degree in Business, Computer Science, Design or a related field. MBA is a plus.
3+ years of experience as an APM, with a focus on mobile app development.
Exposure to mobile technologies and methods. Strong knowledge and understanding of web
concepts, technology, and tools.
Strong understanding of UX/UI design principles and best practices.
A strong sense of customer experience, aesthetic and technical quality
Strong understanding of digital marketing, content management, and customer engagement
strategies.
Experience with analytics tools (e.g., Google Analytics, Mixpanel) and A/B testing.
Demonstrated ability to analyze complex data sets and make data-driven decisions.
Familiarity with financial products/services and market trends in the Indian financial sector.
Key Responsibilities
Customer Journey Mapping:
Analyzing Customer Touchpoints: Identify and analyze all digital touchpoints customers have with the corporate, including websites, mobile apps, social media, email, and online chat.
Mapping Customer Journeys: Create detailed maps of the customer journey, understanding various stages, interactions, pain points, and opportunities for continuous improvement.
User Experience (UX) and User Interaction (UI) Design:
Website and App UX/UI: Collaborate with UX/UI designers and developers to ensure websites
and mobile apps are intuitive, and user-friendly. Optimize overall user experience by creating
visually appealing and easy-to-navigate digital interfaces.
Mobile Optimization: Ensure the website is responsive and functions well on various devices,
especially smartphones and tablets.
Omnichannel Experience: Ensure a consistent brand experience across all digital channels,
including websites, mobile apps, social media, email,whatsapp and SMS. Build a seamless
experience for customers as they transition between different channels.
Personalization and Engagement:
Personalization: Implement personalized experiences based on customer data, preferences, and
behavior to enhance engagement and encourage customer loyalty.
Engagement Strategies: Develop strategies to keep customers engaged, such as targeted
marketing campaigns, personalized recommendations, and interactive content.
Customer Insights via Feedback and Data Analysis:
Insights: Gathering and analyzing customer feedback, behavior, and preferences to gain insights
into their needs and expectations. This involves conducting surveys, reviews, and other channels
to understand customer sentiment and identify areas for improvement.
Data Analysis: Analyze customer data and behavior using analytics tools to gain insights into
customer preferences and trends. Use data-driven insights to optimize digital experiences.
Digital Customer Service and Advocacy:
Online Support: Ensure efficient online customer support through various channels, such as chat,
email, and social media.
Customer Advocacy: Foster a culture of customer-centricity within the organization.
Issue Resolution: Address customer issues and complaints promptly, ensuring a positive
resolution and customer satisfaction.
Multi-Channel Communication:
Email Marketing: Develop and optimize email marketing campaigns to engage customers,
promote products/services, and gather feedback.
Social Media Management: Manage social media channels to foster customer engagement,
address inquiries, and showcase the brand's personality.
Live Chat and Chatbots: Implement and optimize live chat support and chatbots to provide realtime
assistance and enhance customer satisfaction.
Content Strategy:
Content Management: Ensure the website/mobile app content is up-to-date, relevant, and
engaging.
Content Creation and distribution: Work with marketing teams to develop engaging and
informative digital content to educate and entertain customers. Also implement strategies for
distributing content effectively across digital channels, reaching the target audience.
Collaboration and Communication
Stakeholder Collaboration: Collaborate with marketing, design, product, development, and other
departments to align digital initiatives with overall business goals.
Reporting: Prepare regular reports on digital performance metrics and present findings and
recommendations to stakeholders.
Monitoring and Reporting:
Performance Monitoring: Use analytics and monitoring tools to track customer engagement
metrics, website traffic, and customer satisfaction scores.
Reporting: Define KPIs to measure the effectiveness of customer experience initiatives. Monitor
these metrics and provide insights into customer satisfaction, retention rates, and the impact on
business outcomes.
Innovation and Continuous Improvement:
Trends Analysis: Stay updated with the latest digital trends, technologies, and user behaviors.
Implement innovative solutions to enhance the digital experience continually.
A/B Testing: Conduct A/B tests to compare different versions of digital content and features,
optimizing for better user engagement and conversion rates.
Process Improvement: Collaborating with cross-functional teams to streamline and improve
internal processes and workflows that impact customer experience.