• Assist in developing different customer segments and “persona groups” and design market leading propositions for these groups of customers.
• Assist in the development of new business procedures where appropriate
• Responsible for designing end-to-end client journeys by segment to ensure providing best customer experience across all client touch points (branch, digital, call center & IVR) and advocate for seamless end-to-end service delivery.
• Assist in the development and execution of the communications strategy and consistent customer experience across all customer touch points, including digital channels to ensure contextual and relevant messages are made available to customers.
• Co-ordinate with technology teams to lead digital transformation of client journeys.
• Support the branches staff in the proper and seamless migration of client’s transactions to the various digital channels
• Assist in managing the presence of all segments throughout the branches
• Support in the implementation all Bank policies and procedures
• Assist in the development of relevant staff training concepts and content
• Support in the retention and development of proactive and reactive retention/ win back programs in coordination with the sales team.
• Act as a focal point and Co-ordinate with all stakeholders to ensure that the sales team requirements and requests are being well handled within acceptable TAT (Turnaround Time).
• Implement various quality assurance activities to ensure offering the ultimate level of service to BM clients
• Assist in the design and development of ongoing measurement tools for the core KPI’s to include, but not limited to, client growth, client profitability, product sales, product profitability, net interest margin, fee revenue and client NPS for all segments except the VIP

• Assist in the development different product bundle propositions for retail and card/ loan/ mortgage to amplify the cross-selling opportunities.
• Set a plan and roadmap of segment value proposition enhancements with new product and service introductions to create an ongoing quarterly delivery of new innovations.
• Work together with the Marketing Dep to implement the marketing strategy and plan for branding and positioning of the different segments according to the pre-set budget.
• Assist in developing a strong network of external partners that would be relevant and value-adding to these segments so that win-win collaboration opportunities can be developed for loyalty and rewards programs.
• Co-ordinate with different teams across retail bank, to develop and execute the communications messages across all customer touch points, including digital channels to ensure contextual and relevant messages are made available to customers.
• Responsible for implementation of the different segmentation models for the various client segments to ensure proper segmentation for the retail clients’ portfolio.

Requirements

• Assist in the development of new business procedures where appropriate
• Responsible for designing end-to-end client journeys by segment to ensure providing best customer experience across all client touch points (branch, digital, call center & IVR) and advocate for seamless end-to-end service delivery.
• Assist in the development and execution of the communications strategy and consistent customer experience across all customer touch points, including digital channels to ensure contextual and relevant messages are made available to customers.
• Co-ordinate with technology teams to lead digital transformation of client journeys.
• Support the branches staff in the proper and seamless migration of client’s transactions to the various digital channels
• Assist in managing the presence of all segments throughout the branches
• Support in the implementation all Bank policies and procedures
• Assist in the development of relevant staff training concepts and content
• Support in the retention and development of proactive and reactive retention/ win back programs in coordination with the sales team.
• Act as a focal point and Co-ordinate with all stakeholders to ensure that the sales team requirements and requests are being well handled within acceptable TAT (Turnaround Time).
• Implement various quality assurance activities to ensure offering the ultimate level of service to BM clients
• Assist in the design and development of ongoing measurement tools for the core KPI’s to include, but not limited to, client growth, client profitability, product sales, product profitability, net interest margin, fee revenue and client NPS for all segments except the VIP