About the Role
The Digital Acquisition Manager will be accountable across the Digital Teams for customer acquisition. This role involves the design and implementation of digital acquisition strategies to grow customer loyalty, usage, and satisfaction while aligning with overall marketing, customer experience (CX), and business goals. The role demands a strong ability to engage with both colleagues and customers, delivering exceptional service in a competitive banking landscape.
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Responsibilities
- Strategy Development: Design and implement digital acquisition strategies to grow customer loyalty, usage, and satisfaction. Align digital campaigns with overall marketing, customer experience (CX), and business goals.
- Customer Journey Management: Map, monitor, and optimize digital customer journeys across mobile apps, websites, and online banking platforms. Leverage analytics and customer insights to identify friction points and opportunities for engagement improvement.
- Campaign Management: Plan and execute targeted, data-driven campaigns (push notifications, emails, SMS, in-app messages, etc.) to improve onboarding, cross-selling, and retention. Manage loyalty programs and digital rewards initiatives.
- Channel Ownership: Oversee customer engagement across key digital touchpoints including mobile banking apps, web portals, chatbots, and social media. Collaborate with product, IT, Design, and CX teams to ensure seamless digital experiences.
- Analytics and Reporting: Monitor and track KPIs such as customer engagement and acquisition rates, Net Promoter Score (NPS), app usage, conversion rates, retention rates, and campaign ROI. Provide regular reports with insights and recommendations for optimization.
- Innovation and Trends: Stay updated on digital banking trends, emerging technologies (e.g., AI personalization, conversational banking), and competitive benchmarks. Suggest and implement new tools and tactics to enhance digital engagement.
- Compliance: Ensure all digital engagement activities comply with UAE banking regulations and data privacy laws.
- Communication: Communicate product updates, progress, and strategy effectively to stakeholders at all levels of the organization, including senior leadership.
Requirements
- Qualifications:
- Proven experience (7-10 years) in Digital Banking and Transformation, Digital Engagement, Digital Marketing across Mobile and Online Banking, in Financial Services or similar role in a Financial Services environment, with a track record of success in Digital Engagement initiatives.
- Minimum of Bachelor’s degree in Digital Marketing, Digital Engagement/Media, Communications, Information/Marketing Technology or a related field.
- At least 5 years of experience working specifically with digital platforms such as mobile apps, online banking portals, or omni-channel CRM systems.
- Hands-on experience managing customer lifecycle campaigns, personalized communication, and data-driven targeting.
- Demonstrated success in increasing digital adoption and engagement through customer journey optimization, segmentation, and campaign management.
