CRM CHANNEL & ENGAGEMENT OFFICER

The CRM Channel & Engagement Officer is responsible for managing the execution of campaigns targeted to clients that call for email, messaging/SMS, and other digital channel treatments to support customer relationship management strategies and executing engagement strategies to enable employees to adopt to changes in roles, processes and technologies, in conjunction to implementation of customer relationship management strategies and programs of the bank

Responsibilities

• Manages the execution/implementation of campaigns that call for email, messaging/SMS, and other digital treatment in order to achieve business results in increasing revenues, client profitability and client retention
• Actively provide inputs in developing new and improved existing customer lifecycle campaigns by working closely with CRM campaign managers
• Establishes and implements standards in email and SMS communications by working closely with brand management, client segments and product marketing teams, risk management and agencies/service providers
• Establishes and implements process for nurturing leads working with other channel managers of the bank to provide seamless omni-channel experience for prospects and clients
• Establishes and implements procedures and standards to optimize use of system tools
• Establishes and implements procedures and standards for managing data to protect data privacy and minimize risks
• Tracks and analyzes campaign performance; provides regular operations and performance reports to head of CRM, team leaders, campaign managers and other stakeholders
• Manages projects assigned such as implementation of CRM and related systems
• Develops and implements project plans to support defined engagement strategies according to agreed timeline by working closely with various stakeholders
• Develops creative content and uses modern methods of communication and receiving feedbacks
• Ensures messages are consistent across all mediums and aligned with corporate/enterprise brand strategy
• Establishes standards for handling and responding to queries/concerns
• Establishes metrics; measures, tracks and reports performance on a regular basis
• Actively provides recommendations and inputs to management, campaign managers and other stakeholders to improve effectiveness of change programs and campaigns in delivering revenues, increasing profitability and retaining clients
• Handles departmental internal communication requirements
• Keeps abreast with trends and best practices in the industry, and applies/implements them in own operations
• Supervises staff