About the Role
This role involves managing and coordinating the retention program for all banking products, specifically targeting Personal Loan customers (MB & Osool) and Liability customers across product ownership classes. The increasing competition in consumer lending presents a significant challenge to market share, necessitating a proactive approach to retain customers. The retention unit will handle the entire process from receiving retention requests to facilitating negotiations for counter offers and providing structured feedback to help in policy formulation.
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Responsibilities
- Negotiate with credit and product management to provide appropriate counter offers.
- Conduct customer exit interviews to maximize retention and obtain feedback.
- Conceive, plan, execute and achieve results through proactive retention campaigns.
- Run campaigns aimed at preventing attrition and building customer loyalty.
- Assist in customer complaint resolution in coordination with the Customer Relations Unit (CRU), where appropriate.
- Generate daily and monthly customer attrition reports.
- Provide structured feedback to credit and product management to assist in the review of products and policies, addressing chronic retention issues.
- Gather market intelligence, competitor information, and insights on marketplace dynamics through ongoing interactions with the network and mystery shopping.
- Initiate process improvements and conduct regular checks on process benchmarking against market practices.
Qualifications
- Strong understanding of the company's retail lending product parameters.
- Working knowledge of all retail asset products offered by the company.
- Excellent communication skills in both Arabic and English, with strong customer interface abilities.
- Skills in coordination and project management.
- Sales or front line experience is desirable.
- Detail-oriented with strong analytical capabilities, demonstrating credibility and objectivity.
- High level of analytical skills, report writing, presentation capabilities, and PC proficiency.
- Undergraduate qualification in Sales and Marketing; MBA preferred.
