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    Manager, CRM - Pune, India - Western Union

    Western Union
    Western Union Pune, India

    2 weeks ago

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    Full time
    Description

    Manager, CRM– Pune, India (CRM Service communications manager)

    Are you looking to build a career in the financial services sector? Are you ready to unleash your potential in a global business that is committed to moving money for better? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it's time to join the Western Union as a Manager, CRM.

    Western Union powers your pursuit.

    In this unique role, you will be working as a Manager in the BST time Zone . As a Manager Service Communications, you'll be responsible for leading customer communications efforts at regional and global level. They will design, build, and oversee the entire customer lifecycle journey for system generated messages. Your mission will be to drive long-term engagement and loyalty among our existing customers via different channels​. Lead a small team of business analyst. Establish and implement the strategy for all system generated messages, drive deeper audience understanding for the business at regional level.

    Role Responsibilities

  • Develop and implement strategies for system generated messages and initiatives to drive customer satisfaction, loyalty, and revenue growth for active, passive, and churned customers.​
  • Identify and analyze customer behavior and preferences to tailor and personalize communication and offerings choosing the right channel, together manage already existing messages (copy, visuals, and target audiences).​
  • Drive an omnichannel approach via email, in-app, push, web, social and other channels. ​
  • Strategize global performance initiatives to drive lower cost per transaction and increased revenue​.
  • Own and lead content strategy for all journeys global or regional.​Partner with Product and Engineering teams to identify opportunities, build roadmaps, and develop optimization loops across the customer lifecycle, with an emphasis on personalization and engagement​.
  • Develop and own the customer experience roadmap for system generated messages, from ideation to launch to optimization​.
  • Define goals, benchmarks, and KPIs for lifecycle marketing programs​.
  • Translate business objectives, product roadmap, content calendars, marketing strategy, channel requirements, and customer insights into comprehensive and targeted marketing programs for key segments of customers​.
  • Partner with BI and Insights teams to develop high value segmentation and audiences​. Partner with Creative teams to support the delivery of outstanding customer experience and contribute to cross-functional business objectives​.
  • Partner with Product Marketing to develop a messaging strategy for each lifecycle stage of customers, leveraging data-driven insights to inform positioning and reinforcement​.
  • Continuously A/B test and optimize campaigns to drive incremental gains in conversion and retention​. Develop reporting for leadership and stakeholders that quantify incremental results of lifecycle initiatives and justify tech investments. Converse thoughtfully and effectively with marketing leadership and senior leaders at the company​

    • Role Requirements

  • 9+ years of work experience.​
  • This role will be based in Pune and will work BST hours.
  • Required knowledge in marketing accompanied with expertise in managing service campaigns.
  • Experience in building service communication lifecycle.
  • Should have good understanding of the nuances involved in the creation & Configuration of emails, SMS and push notifications.
  • Proven experience in customer lifecycle management or related roles.​
  • Well versed with customer relationship management (CRM) software and/or marketing automation tools (SFMC, Braze, Oracle, Adobe)​
  • Strong analytical skills with ability to interpret data and draw actionable insights.​
  • Strong PowerPoint and excel skills.​ Excellent communication and interpersonal skills.​
  • Ability to work collaboratively across different departments and teams.​
  • Result-oriented with a focus on driving continuous improvement.​
  • Strong project management and organizational skills.​
  • Ability to adapt to changing priorities and work in a fast-paced environment. Knowledge of customer segmentation and targeting strategies.​
  • Jira Confluence
  • Strong product management background.

    • .

    Benefits

    You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few
    (). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

    Your India specific benefits include:

  • Employees Provident Fund [EPF]
  • Gratuity Payment
  • Public holidays
  • Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
  • Annual Health Check up
  • Hospitalization Insurance Coverage (Mediclaim)
  • Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
  • Cab Facility
  • Relocation Benefit

    • Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

    Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

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