Executive - Communication and Campaign Management - Retail MFB

Job Purpose:

The Senior Executive Communication and Campaign Management will be responsible for conceptualizing, executing, and monitoring customer communication strategies and recovery campaigns to support collections for stressed assets. The role involves creating tailored messaging across channels (SMS, IVR, WhatsApp, email, etc.) to drive customer engagement, resolution, and recoveries in alignment with the collections strategy.

Key Responsibilities:

• Design and manage

  customer communication campaigns

  aimed at improving repayments, settlements, and customer outreach for delinquent portfolios.
• Collaborate with internal stakeholders (collections, legal, analytics) and external vendors to deploy multichannel campaigns (SMS, IVR, WhatsApp, voice calls, email).
• Define

  customer segmentation and targeting logic

  for effective communication strategies based on risk profile, bucket stage, or geography.
• Continuously monitor

  campaign effectiveness

  (open rates, conversion, response ratio, recovery impact) and share insights for optimization.
• Ensure all communication is

  compliant

  with regulatory standards and reflects appropriate tone and sensitivity, especially in stress-related interactions.
• Maintain a

  communication calendar

  and ensure timely execution of planned touchpoints and campaigns.
• Coordinate with IT or digital teams to ensure campaign delivery through automation platforms.
• Support the Collections Strategy team with inputs on content, scripts, and creatives when required.

Key Skills & Competencies:

• Understanding of

  collections or recovery communication workflows

  .
• Strong in

  campaign planning and execution

  , especially in BFSI or NBFC environments.
• Familiarity with

  digital communication tools and platforms

  (SMS/IVR/WhatsApp APIs, dialers, CRM, etc.).
• Good analytical skills to interpret campaign data and performance.
• Excellent

  written and verbal communication skills

  .
• Ability to multitask and coordinate across teams with a solution-oriented mindset.

Qualifications -