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Role Outline / Job Summary
Every month, the Analytics & information Management team, in coordination with Marketing, Customer Excellence, e-Biz and other business partners runs a number of campaigns that inform customers about new and existing product features and offerings. There is a list of pre-identified important programs, which we run regularly; in addition to that there are numerous new requests from business managers are received every month. To ensure continuous client engagement and best customer experience, campaign management manager should ensure that optimum numbers of messages are sent with right offers at right time and through the right channel.
Role & Responsibilities:
Business / Department Objectives:
Apply advanced data analytics techniques to come up with right offers for the customers at right time and through the right channel.
Core Responsibilities:
Campaign Delivery Management
Work with product managers to generate the list of right set of customers for new campaigns
Campaign Performance Evaluation and Insight
Stakeholders Management
Day-to-Day Responsibilities:
Understand data requirement from the business users and translate the business requirements into technical requirements
Follow campaign gating criteria and include only qualified campaigns in next month delivery calendar
Coordinate with e-Biz, Marketing and Product team and publish campaign delivery calendar and execute the campaigns as per the calendar
Constantly engage with the business contact to ensure that the deliverables meet the requirements to the recipient’s satisfaction
Coordinate with other business functions including technology, credit risk and business teams
Build strong understanding of Citi systems and databases, data available in datamart & Production Server within the team
Collect customer feedback , track campaign performance and recommend necessary changes in campaign design and customer targeting to improve the campaign effectiveness
Maintain and support Next Gen Customer Engagement Platform – Covenant
Publish a periodic summary of campaigns executed – including response rate and value generated and identify opportunities for improving campaign targeting precision and ROI
Key Deliverables:
Campaign Delivery Calendar
Generate Campaign leads as per requirement
Campaign Performance Tracking Report
Recommendation to improve campaign effectiveness
Reusable utilities to build programs for new campaigns in a very short time
Qualifications
Education:
BE / MS / MCA from a reputed institute
Experience:
5-8 years
Certifications:
(Preferred) SAS Certification is desirable
Skills:
SAS / Business Intelligence Tools, MS Office, DBMS Concepts, Project Management
Pyspark/Hive Skills good to have
Other:
Banking, Campaign Management
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Job Family Group:
Decision Management
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Job Family:
Data/Information Management
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Time Type:
Full time
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