Manager - CRM - Customer Experience - RFB - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Design and manage end-to-end customer communication journeys across products and touchpoints, developing proactive programs to address concerns and improve transparency. Own communication lifecycle mapping, create and approve templates for SMS, Email, WhatsApp, and RCS channels, and maintain governance frameworks for multilingual deployments. Ensure compliance with regulatory requirements by coordinating audits, inspections, and submissions in line with RBI guidelines. Drive automation of communication journeys, integrate systems across platforms, and monitor costs to identify opportunities for reducing duplicate communications and migrating to cost-efficient channels. Deliver measurable cost savings while maintaining customer experience standards. Postgraduate preferred with 2-3 years of experience in communication management or lending.