Manager/AM - Product & Portfolio Management (Commercial & Retail Card)

Job Description

Role & responsibilities Key highlights of the role are listed below (purely indicative and not limiting): 1. Customer Retention Strategy Development & Execution: Develop and execute comprehensive customer retention strategies to reduce attrition and increase customer lifetime value Design and implement targeted retention campaigns and programs based on customer segmentation and behaviour Monitor and evaluate the effectiveness of retention initiatives, making adjustments as needed 2. Attrition Analysis & Reporting: Track and analyse key retention metrics, including attrition rates, customer churn, and customer lifetime value Generate regular reports and dashboards to monitor retention performance and identify trends. 3. Customer Engagement & Communication: Develop and implement proactive communication strategies to engage at-risk customers Design and execute cohort-wise customer communications, including emails, SMS, and in-app messages in consultation with marketing Manage customer feedback and address customer concerns to improve satisfaction 4. Cross-Functional Collaboration: Collaborate with marketing, customer service, risk management, and product development teams to implement retention initiatives Work with customer service to address customer issues and improve customer experience Strong understanding of credit card products, services, and customer lifecycle. Job specific skills: Customer Retention Management Customer Segmentation Data Analytics Communication & Interpersonal Skills Problem Solving