Customer Engagement Manager

Job Description

Senior Manager Customer Engagement | Mashreq

The Tone:
This is a Senior Manager role based at Mashreq Bank Pakistan Limited, located in Pakistan. Mashreq operates in the financial services sector, delivering a range of banking solutions. This critical position is responsible for spearheading the design, execution, and continuous optimization of customer engagement campaigns across all channels. The role is pivotal in ensuring that customer interactions are personalized, data-driven, and fully compliant with all regulations, ultimately driving enhanced engagement and achieving strategic business outcomes for the bank.

The TL;DR
• Role: Senior Manager
• Location: In-person, Pakistan

• Mission: Design, execute, and optimize customer engagement campaigns to enhance engagement, drive business outcomes, and ensure compliance for existing customers.

What You’ll Actually Do
• Plan and execute comprehensive omni-channel customer engagement campaigns with clear objectives, aligning with the overall individual banking strategy.
• Develop highly personalized campaign strategies specifically for Existing-to-Bank customers, focusing on their lifecycle engagement with clear converting calls-to-action.
• Continuously monitor campaign Key Performance Indicators, thoroughly analyze performance data, and implement data-driven improvements through A/B testing and actionable insights.
• Partner closely with diverse cross-functional teams, including Marketing, Analytics, Compliance, and Technology, throughout the entire campaign design and execution process.
• Effectively manage campaign budgets, ensuring adherence to financial plans, and strictly uphold all regulatory requirements and data privacy standards to achieve zero breaches.

The Must-Haves
• Background: Hold a Bachelor’s degree in a relevant field such as business, finance, or marketing.
• Experience: Possess a minimum of 5 years of professional experience specifically in portfolio campaigns management within a banking or financial services context.
• Skills: Demonstrate excellent influencing, communication, and interpersonal skills, crucial for successful collaboration with both internal teams and external partners.
• Skills: Exhibit strong analytical and problem-solving capabilities, with a proven ability to leverage data for informed decision-making and campaign optimization.
• Skills: Possess in-depth knowledge of current digital banking trends, emerging technologies, and evolving customer behaviors within the financial sector.
• Skills: Maintain a thorough understanding of regulatory requirements and industry best practices relevant to customer engagement and data management.
• Bonus: An MBA or other relevant postgraduate degree is preferred, enhancing strategic capabilities within the role.