Manager Chatbot & Bot Marketing Chennai

Job Description

Role & responsibilities Key Responsibilities: • Chatbot Strategy & Management: o Develop and manage the end-to-end chatbot strategy for customer onboarding and sales, customer service, and collections across platforms such as WhatsApp, website, and our Saathi mobile App. o Drive chatbot improvements, focusing on business outcomes such as enhanced customer experience, increased conversion rates, and efficient collections. o Define the roadmap for chatbot enhancements in collaboration with business, product, and tech teams. • Customer Experience & onboarding journey Optimization: o Design and optimize Customer Experience journeys for various use cases including query resolution, loan related details and provide related documents through bots. o Offer right product in right time to existing customers based on Analytical recommendations. o Implement chatbots for self-onboarding processes, ensuring a seamless and user-friendly experience for new customers. o Build and refine sales journey bots, aiming to improve lead conversion, upsell opportunities, and cross-sell products effectively. • Collection Automation: o Work on automating collections through chatbot solutions, ensuring timely and customer-friendly interactions for debt recovery and payment reminders. o Collaborate with collections teams to define the bots role in enhancing recovery rates while maintaining positive customer relationships. • Collaboration & Stakeholder Management: o Collaborate with Business, Marketing, Customer Experience, Bot external Partner, and IT teams to align chatbot objectives with broader company goals and ensure proper implementation. o Regularly engage with stakeholders to understand business needs and translate them into chatbot functionalities. o Monitor and track the performance of chatbots, gathering insights to refine and enhance their capabilities. • Continuous Improvement & Reporting: o Analyze bot performance metrics and customer feedback to identify opportunities for improvement. o Drive the creation of reports and dashboards that reflect the success of chatbot initiatives and suggest actionable improvements. • Compliance & Data Security: o Ensure that chatbot interactions comply with industry regulations, including data privacy and security standards. o Oversee the secure handling of customer data and ensure compliance with RBI regulations. Preferred candidate profile Perks and benefits