Lead Consent Management & Customer Communication

Job purpose for Lead Consent Management & Customer Communication:

This role is critical in ensuring consent management process, customer trust, regulatory compliance, and brand consistency across all communication through physical touchpoints and digital applications in a fast-paced BFSI/Fintech environment. This role will ensure compliance with data privacy regulations and customer consent protocols across all channels, enabling secure and seamless customer experiences. The Consent Manager will collaborate closely with cross-functional teams, including legal, IT, compliance, product development & marketing, to implement and maintain effective consent mechanisms, create & disseminate impactful content and ensure strong governance and compliance across all communication channels.

Location:

Key Result Areas (

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Consent Management Strategy & Compliance

• Design and implement frameworks for capturing, storing, and managing customer consent across digital and physical channels.
• Develop and implement a robust consent management framework for digital apps/platforms, ensuring compliance with Indian data privacy regulations (IT Act, RBI guidelines, DPDP) and managing consent for customer data usage, marketing, and third-party sharing.
• Collaborate with Legal, Compliance, and Technology teams to maintain audit trails and consent logs.
• Monitor consent revocation and preference management systems.

Content Studio Operations

• Responsible for creating, curating, and publishing high-quality content across platforms (web, app, email, SMS, social media).
• Develop content calendars aligned with business campaigns and regulatory timelines.
• Ensure content is localized, inclusive, and aligned with brand tone and compliance norms.
• Manage agency relationships, freelancers, and internal stakeholders for content production.

Customer Communication & Governance

• Establish and enforce governance protocols for all customer-facing communications.
• Review and approve marketing, transactional, and service messages for regulatory and brand compliance.
• Maintain a central repository of approved templates and communication assets.
• Conduct periodic audits and training for teams on communication standards and escalation protocols.
• Design and execute clear communication strategies to educate customers on their data privacy rights and consent options, collaborating with internal teams to improve user experience and ensure ongoing consent management

Integration & System Maintenance

• Oversee the integration of consent management systems with digital platforms (mobile and web apps), ensuring seamless customer consent collection, tracking, and transparency in line with regulatory standards

Qualifications & Skills:

• Bachelor s/Master s degree in marketing, Communications, Law, or Business Administration.
• 12+ years of experience in BFSI/Fintech, with exposure to digital marketing, compliance, or customer experience.
• Strong understanding of Indian data protection laws and financial regulations.
• Excellent communication, stakeholder management, and project leadership skills.
• Familiarity with CMS platforms, CRM tools, and consent orchestration technologies.

Preferred Certifications:

• Certified Information Privacy Professional (CIPP)
• RBI/IRDAI compliance certifications
• Digital Marketing or Content Strategy certifications