Senior Manager Customer Engagement (Mashreq Bank Pakistan Limited)
Mashreq
Date: 6 hours ago
City: Remote
Contract type: Full time
Remote
Job Purpose:
The Customer Engagement Manager is responsible for designing, executing, and optimizing customer engagement campaigns across multiple channels. This role requires strong collaboration with cross-functional teams including Marketing, Analytics, Compliance, and Technology to deliver personalized, data-driven and compliant campaign strategies that enhance engagement, drive business outcomes.
Key Result Areas:
1. Campaign Strategy & Execution
Plan and execute omni-channel engagement campaigns aligned with individual banking strategy, with clear objectives, focusing on lifecycle engagement, personalization for Existing-to-Bank customers, with clear converting CTAs. Performance indicators:
- Number of campaigns launched on time vs. planned.
- Customer engagement rate (click-through, open rates).
- ETB customer activation and retention rates.
2. Performance Analytics & Optimization
Monitor campaign KPIs, analyze performance and implement data-driven improvements through A/B testing and insights. Performance indicators:
- Conversion rate (sign-ups, product activations).
- % improvement in engagement metrics pre-post optimization.
- Number of actionable insights implemented.
3. Collaboration & Governance
Partner with cross-functional teams for campaign design, manage budgets, and ensure compliance with regulatory and data privacy standards. Performance indicators:
- Budget adherence (% variance from plan).
- Compliance breaches (target: zero).
- Number of cross-functional campaigns successfully planned & executed.
Knowledge, Skills & Experience:
- Bachelor's degree in business, finance, marketing, or a related field. An MBA or other relevant postgraduate degree is preferred.
- Minimum 5 years of portfolio campaigns management experience.
- Excellent influencing, communication and interpersonal skills, with the ability to work. collaboratively with external partners and cross-functional teams.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- In-depth knowledge of digital banking trends, technologies, and customer behaviors.
- Knowledge of regulatory requirements and industry best practices.
Ability to work in a fast-paced, dynamic environment with high flexibility and adaptability.
The Customer Engagement Manager is responsible for designing, executing, and optimizing customer engagement campaigns across multiple channels. This role requires strong collaboration with cross-functional teams including Marketing, Analytics, Compliance, and Technology to deliver personalized, data-driven and compliant campaign strategies that enhance engagement, drive business outcomes.
Key Result Areas:
1. Campaign Strategy & Execution
Plan and execute omni-channel engagement campaigns aligned with individual banking strategy, with clear objectives, focusing on lifecycle engagement, personalization for Existing-to-Bank customers, with clear converting CTAs. Performance indicators:
- Number of campaigns launched on time vs. planned.
- Customer engagement rate (click-through, open rates).
- ETB customer activation and retention rates.
2. Performance Analytics & Optimization
Monitor campaign KPIs, analyze performance and implement data-driven improvements through A/B testing and insights. Performance indicators:
- Conversion rate (sign-ups, product activations).
- % improvement in engagement metrics pre-post optimization.
- Number of actionable insights implemented.
3. Collaboration & Governance
Partner with cross-functional teams for campaign design, manage budgets, and ensure compliance with regulatory and data privacy standards. Performance indicators:
- Budget adherence (% variance from plan).
- Compliance breaches (target: zero).
- Number of cross-functional campaigns successfully planned & executed.
Knowledge, Skills & Experience:
- Bachelor's degree in business, finance, marketing, or a related field. An MBA or other relevant postgraduate degree is preferred.
- Minimum 5 years of portfolio campaigns management experience.
- Excellent influencing, communication and interpersonal skills, with the ability to work. collaboratively with external partners and cross-functional teams.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- In-depth knowledge of digital banking trends, technologies, and customer behaviors.
- Knowledge of regulatory requirements and industry best practices.
Ability to work in a fast-paced, dynamic environment with high flexibility and adaptability.
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