Customer Consent Manager

Job Purpose

To lead the development, implementation, and governance of the enterprise-wide consent management framework across all digital platforms, ensuring full compliance with regulatory requirements and internal data privacy standards. The role is responsible for driving customer trust through transparent consent communication, integrating consent workflows seamlessly into digital journeys, and enhancing data protection while enabling business efficiency and cross-sell readiness.

Key Performance Indicators (KPIs) Financial / Business Impact

• Increase in customer consent opt-in rates across digital platforms
• Reduction in consent-related drop-offs in digital journeys
• Contribution to cross-sell enablement through compliant data availability
  
  

Compliance & Governance Metrics

• % compliance with RBI, GDPR, and emerging data privacy regulations
• Number of compliance breaches or audit observations (target: zero)
• Timely implementation of regulatory updates within defined SLAs
  
  

Customer & Experience Metrics

• Customer consent satisfaction/clarity score (measured via feedback or surveys)
• Improvement in customer trust indicators (lower opt-out, higher engagement)
• Turnaround time for customer consent modification or revocation requests
  
  

Process & System Integration Metrics

• Integration success rate of consent systems across apps and platforms
• Uptime & performance adherence of consent management system (>99%)
• Accuracy of customer consent data captured and reflected across systems
  
  

Capability & Collaboration Metrics

• Timeliness and effectiveness of coordination with Content SPOC and digital teams
• Number of enhancements driven in consent frameworks based on customer or regulatory inputs
• Stakeholder engagement and adoption rate of updated consent processes