CLCM Manager

About Credit Saison India

Established in 2019, CS India is of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintechs. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India’s huge gap for credit, especially with underserved and under penetrated segments of the population.
Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. CS India is registered with the Reserve Bank of India (RBI) and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.
Currently, CS India has a branch network of 45 physical offices, 1.2 million active loans, an AUM of over US$1.5B and an employee base of about 1,000 people.
Credit Saison India (CS India) is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact.

Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.
Based in Singapore, over 1,000 employees work across Saison’s global operations spanning Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil.

Saison International is the international headquarters (IHQ) of Credit Saison Company Limited, founded in 1951 and of Japan’s largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment.

Role Objective

Own and manage end-to-end campaign execution for all lifecycle journeys – across loan
activation, usage, repayment, and top-up/cross-sell. The primary goal will be to deepen
customer engagement and improve business metrics such as activation rate, product
stickiness, and customer lifetime value, using CRM-driven communication.

Key Responsibilities

• Define, build, and deploy communication journeys aligned with key lifecycle
  stages: Post-disbursal, Pre-EMI reminders, repayment follow-ups, Top
  and cross-sell campaigns
• Own campaign design and deployment using Salesforce Marketing Cloud, define
  trigger logic, audiences, templates, and frequency. Build journeys across channels
  – SMS, WhatsApp, Email, Push.
• Monitor campaign performance: open rate, click rate, repayment %, bounce
  resolution %, top-up conversion, etc.
• Run A/B tests, track control vs. exposed cohorts, and iterate for performance lift.
• Work with Data Science, Product, Collections, and Customer Experience teams to
  integrate lifecycle requirements.
• Align campaign flows with operational changes (e.g., repayment cycles, product
  updates, regulatory norms).
• Partner with Tech/CRM to ensure data flows, tagging, and event integrations are in
  place.
• Monitor and optimise campaign performance.
• Responsible for end-to-end development and execution of customer
  communication journeys using behavioural hooks, customer intent signals, and
  lifecycle triggers to drive timely actions and habit formation across lending
  products.
• Identify actionable customer insights and translate them into targeted, insight-led
  campaigns that influence user behaviour and improve lifecycle outcomes.

Must-Have Experience & Skills

• 3–5 years of hands-on CLCM experience in an BFSI, preferably in lending products.
• Preferably have worked with the SME audience
• Deep familiarity with borrower lifecycle journeys and communication needs across
  credit stages.
• Strong command over Salesforce Marketing Cloud (Journey Builder, Automation
  Studio, Contact Builder).
• Experience managing multi-channel campaigns in regulated environments.
• Analytical mindset – can work with dashboards and data to make campaign
  decisions.
• Should be extremely collaborative,