The purpose of this role is to help customers of IFBL to transition from visitors to active users of Customer Capital products and platforms. The role holder will need to understand the customer journeys for the various Staccs implemented, understand customer needs throughout the journey and ensure that the UI/ UX journeys are constantly improved and they receive tailored support throughout their journey.
The person also needs to act as an interface between the client and the UI/ UX team of Customer Capital to help deliver the feedback of the client in the UI/ UX journeys. The role holder needs to ensure customer satisfaction and retention and maximise customer life time value. The job purpose will be to deliver revenue growth and repeat transactions including cross-selling and upselling.
Job Summary:
The role holder will:
Understand the customer journeys across various Staccs and ensure that the journeys are smooth and frictionless.
Provide the right nudges along the journey to ensure that the customers convert to buyers.
Be responsible for owning the GMV and the margin targets for the platforms.
Identify opportunities for marketing campaigns, remarketing campaigns and execute them with the support of the marketing team.
Review and provide feedback to the tech and product teams to improve user experience on the platform.
Act as an interface between the client and the UI/ UX team of Customer Capital to enable implementation of client feedback/ requirements.
Review, update and fix UI/ UX issues on the user interface, PG interface, comms – SMS, Whatsapp, email.
Make the whole Stacc experience best in class.
Analyse and provide actionable data insights to the bank and CC marketing teams to ensure that adoption of the Staccs by customers constantly increases.
Key responsibilities:
Deliver on total bill value/ GMV and number of transactions.
Track and improve the UI/ UX on the Staccs and ensure that these are user friendly and frictionless.
Have regul
📌 Customer Success Manager (Mumbai)
🏢 Customer Capital
📍 Mumbai
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