CLCM Manager

Creditsaison; Bengaluru; On-site; INR 3,505,696 - 6,134,969; Full time

Job summary

A leading company in the financial sector seeks a Customer Lifecycle Campaign Manager responsible for managing end-to-end campaign execution across the loan lifecycle. The role focuses on improving customer engagement and enhancing key business metrics through strategic communication journeys. Candidates should have extensive experience with multi-channel campaigns, particularly within the BFSI space, and proficiency in Salesforce Marketing Cloud.

Qualifications

• 3-5 years in Customer Lifecycle Campaign Management within BFSI sector.
• Experience with SME audience preferred.
• Strong skills in Salesforce Marketing Cloud and analytical dashboards.

Responsibilities

• Define and deploy communication journeys for loan lifecycle.
• Manage campaigns via Salesforce Marketing Cloud for multi-channel execution.
• Analyze performance metrics and optimize processes based on results.

Skills

Customer Lifecycle Campaign Management

Salesforce Marketing Cloud

Analytical Skills

Collaboration

Job description

About Credit Saison India

Established in 2019, CS India is one of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending, and tech-enabled partnerships with NBFCs and fintechs. Its tech-enabled model facilitates lending at scale, especially targeting underserved and underpenetrated segments of the population.

Credit Saison India is committed to long-term growth and evolving its offerings for MSMEs, households, and individuals. It is registered with the Reserve Bank of India (RBI) and holds an AAA rating from CRISIL and CARE Ratings.

Currently, CS India operates through 45 physical offices, manages 1.2 million active loans, has an AUM of over US$1.5B, and employs about 1,000 people.

Part of Saison International, a global financial company based in Singapore, CS India benefits from a worldwide presence spanning Singapore, India, Indonesia, Thailand, Vietnam, Mexico, and Brazil. Saison International aims to create resilient financial solutions through innovation and partnership.

Role Objective

The role involves owning and managing end-to-end campaign execution for all lifecycle journeys—covering loan activation, usage, repayment, and cross-sell/up-sell activities. The primary goal is to deepen customer engagement and enhance key business metrics such as activation rate, product stickiness, and customer lifetime value through CRM-driven communication.

Key Responsibilities

1. Define, build, and deploy communication journeys aligned with lifecycle stages: onboarding, pre-EMI reminders, repayment follow-ups, and cross-sell campaigns.
2. Manage campaign design and deployment using Salesforce Marketing Cloud, including trigger logic, audience segmentation, templates, and multi-channel execution (SMS, WhatsApp, Email, Push).
3. Monitor campaign performance metrics like open rate, click rate, repayment percentage, bounce rate, and conversion rates.
4. Conduct A/B testing, analyze control vs. exposed cohorts, and optimize for performance improvements.
5. Collaborate with Data Science, Product, Collections, and Customer Experience teams to align campaign strategies with lifecycle requirements.
6. Adjust campaign flows based on operational changes, product updates, and regulatory norms.
7. Partner with Tech/CRM teams to ensure proper data flow, tagging, and event integration.
8. End-to-end development and execution of customer communication journeys, leveraging behavioral signals and lifecycle triggers to promote timely actions.
9. Translate customer insights into targeted campaigns to influence behavior and improve lifecycle outcomes.

Must-Have Experience & Skills

• 3–5 years of hands-on experience in Customer Lifecycle Campaign Management (CLCM) within BFSI, preferably in lending products.
• Experience working with the SME audience is preferred.
• Deep understanding of borrower lifecycle journeys and communication needs across credit stages.
• Proficiency in Salesforce Marketing Cloud (Journey Builder, Automation Studio, Contact Builder).
• Experience managing multi-channel campaigns in regulated environments.
• Strong analytical skills, with the ability to interpret dashboards and data for campaign decision-making.
• Highly collaborative and team-oriented approach.