The Function Purpose
To lead the design, development and execution of targeted strategies for the segments, with the aim of increasing customer acquisition, retention and profitability.
Main Responsibilities
- Develop and enhance the strategic direction and positioning of the segment.
- Define eligibility criteria and migration paths across the segment.
- Define and update segment specific value propositions including products, pricing, services, lifestyle offers, and benefits.
- Work with the products team, digital, marketing and partnerships team to ensure that the offerings meets the needs and aspirations of each segment.
- Map the end-to-end customer journey for each segment in coordination with related departments and identity key points and opportunities for enhancements.
- Act as a liaison with Marketing team for any related campaigns.
- Analyze performance dashboards and customer behavior data to identify trends and improvement areas
- Track KPIs including customer acquisition, attrition, profitability and product holding ratio.
- Collaborate with BI and data management to develop segment specific dashboards.
- Ensure all segment activities are in line with regulatory requirements and internal policies.
- Reviews customers` feedback to measure customers’ satisfaction.
- Provides training to SSA’s to assist in the promotion of the bank’s products and services (e.g., value proposition design).
Background
- Bachelor’s degree.
- (4+) years of relevant experience.
