The role holder will be responsible for developing and implementing strategies to retain existing customers and enhance their overall experience with the bank's products or services, building strong relationships with customers, increasing customer loyalty, and ensuring their continued engagement with the brand. This position reports to the Head of Customer Experience & Communication.
Education and Work Experience:
Bachelor's degree in a business-related field.
Minimum of 10 years’ experience in a financial institution.
Knowledge, Skills & Competencies:
A track record of developing & implementing communication, engagement & retention strategies.
Knowledge of customer engagement & retention techniques and principles.
Demonstrated ability to design and deploy customer engagement & retention initiatives and tracking impact.
Conceptual and Analytical Skills: Ability to quickly grasp and understand customer needs and keen to detail.
Technology Skills: Knowledge of data analysis and tracking tools.
Creative and resourceful.
Detail-oriented.
Strong reporting skills.
Coaching skills.
Business Systems & Infrastructure
Customer Engagement & Retention Tracking
Process review with customer impact in mind
Process management
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