Senior Specialist, CRM

Senior Specialist, CRM – Pune, India 
Want to work on the front lines with a global FinTech company that is poised to revolutionize the industry. Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Senior Specialist, CRM.

Western Union powers your pursuit.

In this unique role, you will be working in the BST time Zone. As a Senior Specialist - CRM, you’ll be responsible for customer communications efforts at a regional and global level. They will design, build, and oversee the entire customer lifecycle journey for system generated messages. Your mission will be to drive long-term engagement and loyalty among our existing customers via different channels​. Establish and implement the strategy for all system generated messages, drive deeper audience understanding for the business at regional level.  

Role Responsibilities

• To drive customer experience with customer service communications via email, SMS, WhatsApp, push notification and in-app messaging for Western Union.
• Gathering requirements from business stakeholders for service communications across different Western Union products and services.
• Understanding existing user journeys and conducting feasibility for the new requirement: Goal, timelines and applicable channels.
• Analysis of data availability and cross systems dependencies – Legal, compliance, content and different data platforms.
• To plan campaign delivery with operational teams by creating user stories (Jira tickets) with key parameters like: Project plan, testing plan, deployment/Go live dates.
• Post campaign analytics to help business understand the performance of the campaign.
• Maintenance of campaign repositories and process documentation.
• Root cause analysis for customer complaints/escalations - identifying the cause, the fix and planning implementation of the fix in collaboration with the operations/engineering teams.
• Contributing to overall service communication strategy.

Role Requirements

• 4+ years of work experience in campaign management.
• This role will be based in Pune and will work BST hours.
• Hands-on experience in managing multi-channel engagement campaigns, with an ability to balance effectiveness.
• Strong knowledge of customer relationship management (CRM) software and/or marketing automation tools (SFMC, Adobe experience manager, PEGA, HubSpot)
• Proven experience in real-time triggered communications and Ad hoc batch communications.
• Due diligence and ability to do root cause analysis by identifying gaps.
• Strong organization skills with a sense of ownership/accountability.
• Working knowledge of Jira, Confluence.
• Strong analytical skills with ability to interpret data and draw actionable insights.​ 
• Excellent communication and interpersonal skills.​
• Strong excel and power point skills.
• Team player and highly collaboratively across different departments, teams and geographies.​
• Ability to multitask and adapt to changing priorities, in a fast-paced environment.

We make financial services accessible to humans everywhere. Join us for what’s next.

Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your India specific benefits include:

• Employees Provident Fund [EPF]

• Gratuity Payment
• Public holidays
• Annual Leave, Sick leave, Compensatory leave, and Maternity / Paternity leave
• Annual Health Check up
• Hospitalization Insurance Coverage (Mediclaim)
• Group Life Insurance, Group Personal Accident Insurance Coverage, Business Travel Insurance
• Cab Facility
• Relocation Benefit

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation for applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.