Senior Manager, Customer Insights & Experience

What you'll be doing

Driving business opportunities along the customer lifecycle, build strong customer segmentation and customer lifecycle management plans.

Responsible to develop the integrated retention marketing strategy and manage the retention marketing to increase customer repurchase rates, reduce customer attrition and increase customer lifetime value to secure revenue opportunities.

Utilize data analytics to improve efficiency and identify new opportunity.

Effective target segmentation thorough understanding of Consumer Financing market, products features and company direction.

Builds functional database marketing capability, execute marketing campaigns and improve efficiencies by using best practices in data acquisition, management, marketing and analytics.

Plans and carries out strategies to improve the cleanliness, breadth and depth of marketing database.

Cross-Sell products offering across customer database to maximize the customer lifetime value.

Setting of loyalty program vision and creating a strategic roadmap for overall loyalty strategy.

Creating and executing loyalty-based marketing programs to increase member engagement and drive purchase behaviour.

What we're looking for

Minimum 5 years in a leadership role managing customer insights and experience delivery, preferably within financial institution with proven expertise in CDP management, advanced analytics and data-driven segmentation to develop and execute strategic initiatives that enhance customer engagement and drive higher customer lifetime value.

Demonstrated expertise in customer experience strategy, journey mapping, and data-driven decision making

Excellent communication and stakeholder management skills, with the ability to influence and drive change

Strong problem-solving and analytical capabilities, with a keen eye for detail

Proven track record of leading high-performing teams and fostering a culture of continuous improvement

Familiarity with relevant regulations, compliance, and industry best practices