HEAD: CRM CLIENT EXPERIENCE & INSIGHTS - (HEAD OFFICE)

About the position

HEAD: CRM, CLIENT EXPERIENCE & INSIGHTS - (HEAD OFFICE)
LOCATIONCenturion
POSITION TYPE Permanent

PURPOSE
The Head: CRM, Client Experience & Insights is responsible for developing and executing strategies to maximize customer retention, loyalty, and satisfaction. The purpose is to oversee the implementation and management of CRM systems, analyze customer data to identify trends and opportunities, and lead cross-functional efforts to personalise marketing, sales, and customer service interactions. Additionally, focus on driving revenue growth through targeted campaigns, customer segmentation, and effective communication channels
To lead the collection, analysis and interpretation of client data to generate actionable insights that drive strategic decision-making, client centric product development and improved service delivery within the Bank.
To design, manage and continuously improve the end-to-end client experience for the Bank's customers, ensuring that interactions across physical and digital channels are simple and responsive.

QUALIFICATIONS

• Bachelor's Degree in Business Administration, Communication or related field
  EXPERIENCE
• Experience in a Financial / Agriculture Services environment with at least 5 year's management experience - 6 to 8 years
• Proven experience in CRM, customer experience management, or related roles, with a track record of driving results.
• Strong analytical skills and proficiency in CRM systems and analytics tools.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Strategic mindset and ability to think creatively and analytically to solve complex business problems.
• Leadership experience, with the ability to inspire and motivate teams to achieve goals and deliver exceptional results.
• Adaptability to evolving CRM technologies and industry trends
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines

Desired Skills:

• Proven experience in CRM customer experience management or related roles with a track record of driving results.

Desired Work Experience:

• More than 10 years

Desired Qualification Level:

• Degree