Charul Jain

• Development and launch of a new credit card product, including ideation, card positioning, competitor analysis, launch event setup, product design, post-launch optimization and designing growth strategies • Developing go-to marketing strategies, leveraging influencer marketing, paid media campaign, targeted offers and R&R to drive acquisition, brand awareness, and engagement • Creating various marketing collaterals including GIFs, e-mailers, physical letters, product module, outbound call scripts, and training documents for sales, service delivery, and concierge team • Complaint management by collaborating with cross functional teams to timely address daily customer queries from sales, frontline teams, and concierge • Established concierge service to provide customer support, gather card usage insights and educate customer about card benefits to enhance customer experience • Liaising with the portfolio team to track key performance indicators and implement strategies to improve portfolio metrics such as SPC, SPAC, Act 30 and customer retention through targeted interventions • Developed and validated service level agreements. Ensuring timely card feature updates on important documents such as MITC, CMA, T&C and FAQ • Delivering product training to frontline staff, sales team and concierge agents on Marriott card features, aiming customer acquisition and customer queries resolution