About the Role
The primary purpose of the CLM (Customer Lifecycle Management) unit is to develop a customer-centric approach, enhancing revenue from existing or NTB (New to Bank) customers on an ongoing basis. This is achieved through cross-selling, lead generation, campaign management, trigger-based events, retention initiatives, and Customer Life Cycle Management Campaigns. The CLM Team analyzes customer data, behavior, and profiles to target customers for specific products and actions effectively.
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The team is also responsible for designing the Bank’s CLM campaigns across various channels including EDM, SMS, In-App, Push Notifications, and WhatsApp. Utilizing Campaign Automation, they automate targeted list generation and campaign launches based on specific criteria.
Responsibilities
The position entails leading end-to-end campaign management which includes identifying customer and business opportunities, campaign design, execution, performance monitoring, and optimization. The role involves effective coordination across business, product, technology, and channel teams to deliver timely, relevant, and measurable campaigns.
Key responsibilities include:
- Lead the identification of campaign opportunities based on customer needs, profiles, behavior, lifecycle events, and business priorities.
- Drive campaign strategy, design, and execution across multiple channels, including direct/digital channels, frontline, and dedicated sales/service teams.
- Manage and guide team members in campaign planning, execution, quality assurance, performance tracking, and issue resolution.
- Engage key stakeholders across business, product, channels, and technology teams to gather campaign requirements, align priorities, and translate business needs into executable campaign solutions.
- Oversee campaign execution through CRM / Campaign Automation, ensuring campaigns are configured, tested, and launched accurately and within agreed timelines.
- Monitor campaign and system performance, proactively identifying execution gaps or technical issues and working closely with relevant stakeholders to drive timely resolution.
- Drive campaign performance monitoring and optimization by analyzing customer response, conversion, and other relevant performance indicators, and recommending improvements.
- Develop and present campaign performance reports and management insights, highlighting campaign outcomes, opportunities, risks, and recommended actions.
- Establish and maintain campaign governance and quality standards, ensuring appropriate controls, validations, and approvals are followed throughout the campaign lifecycle.
- Build strong working relationships with internal stakeholders to improve campaign processes, resolve recurring issues, and enhance overall campaign effectiveness.
- Support capability development within the team through knowledge sharing, coaching, and the adoption of campaign management best practices.
Qualifications
- Bachelor's or Master's in Mathematics/Computers
- 4+ years of experience in:
Benefits
- Commitment to continuous investment in Talent Management, Training, and Development programs.
- Opportunities for professional growth and success in one's chosen career.
- Focus on Emiratization with dedicated training programs for young Emiratis aimed at shaping future leaders in the organization and the finance sector.
- A diverse work environment with over 60 nationalities, encouraging innovation, customer service, ambition, and ownership.
