Description

This is an Internal document.
Digital Product Manager – Recommendation Engine (Cross‑Sell & Personalisation)
Position
Manager / Senior Manager (M3 / M4)
Location
Mumbai
Role Overview
Own and drive the bank’s recommendation engine used to cross‑sell products to existing customers across digital and assisted channels. The role is responsible for designing, executing and optimising data‑driven, personalised offer recommendations that recommend the right product to the right customer at the right time, thereby improving engagement, conversion and portfolio penetration.
Growth & Offer Recommendation Strategy
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Define and execute cross‑sell and engagement strategies using the bank’s recommendation engine
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Drive growth across Credit Cards, Loans, Deposits, Investments and Insurance products
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Translate business priorities into executable offer recommendation strategies
Customer Targeting & Personalisation
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Recommend the right product to the right customer using eligibility, behaviour and transaction data
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Leverage customer segmentation and micro‑segmentation
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Enable personalised offers across customer lifecycle stages
Channel Orchestration
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Execute offer recommendations across Digital Channels (Mobile Banking, Net Banking, Website)
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Coordinate with Physical & Assisted Channels (Branch, Call Centres) to pitch the right product
Journey & Conversion Optimisation
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Monitor customer journey drop‑offs
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Ensure correct CTA, redirection and end‑to‑end journey
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Improve recommendation performance by optimising Click‑to‑Impression (C2I) ratios
Analytics & Performance Tracking
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Own the tracking of recommendation and offer performance metrics
This is an Internal document.
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Monitor base utilisation, offer fatigue, conversions and overall effectiveness
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Conduct business reviews with transparent insights and data‑backed explanations
Cross‑Functional Collaboration & Governance
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Act as the SPOC across Business, Product, Marketing, Analytics, Tech, Operations and Compliance
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Drive campaign approvals, execution governance and hygiene
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Prioritise customer experience across all recommendation and offer journeys
Platform & Process Improvement
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Identify opportunities to improve recommendation logic, targeting frameworks and execution efficiency
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Drive standardisation of campaign formats, execution processes and controls
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Propose data‑driven enhancements to improve overall recommendation effectiveness

📌 Digital Product Manager-Digital Banking-Net & Mobile Banking HO Team (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai