Role Purpose

To drive customer communication strategy, lifecycle communication management,
customer engagement initiatives, regulatory communication compliance, and
communication governance across customer journeys. The role is responsible for
designing, managing, tracking, and optimizing customer communications while
improving customer experience.

KRA's

1. Customer Lifecycle Communication Management-
* Design and manage end-to-end customer communication journeys across
products and customer touchpoints
* Develop proactive communication programs to address customer concerns and
improve transparency.
* Own communication lifecycle mapping across business functions.
* Design customized communications based on customer behavior, service
requests, application status, and transactional events.
2. Communication Design & Content Governance-
* Create, review, simplify, and approve customer communication templates
* Ensure consistency of messaging across SMS, Email, WhatsApp, RCS, and
other digital channels.
* Maintain communication content libraries and governance frameworks.




* Manage multilingual and vernacular communication deployments.

3. Regulatory & Compliance Management

* Ensure compliance with regulatory requirements and internal communication
policies.
* Coordinate communication-related audits, inspections, and regulatory
submissions.
* Review templates and communications in line with RBI and regulatory
guidelines.

4. Digital Transformation & Automation

* Drive automation of customer communication journeys.
* Manage communication platforms and communication hub initiatives.
* Integrate communication systems across customer-facing platforms.

5. Cost Optimization

* Monitor communication costs across SMS, Email, WhatsApp, and digital
channels.
* Identify opportunities to reduce duplicate and low-value communications.
* Drive migration toward cost-productive communication channels.
* Optimize lifecycle communication costs while maintaining customer experience
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📌 Manager - CRM - Customer Experience - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM (Thane)
🏢 Tata Capital
📍 Thane