Citi Bank is hiring Head of Customer Franchise Management Middle East

Position Objective

Head of Customer Franchise Management will have senior level responsibility for setting and managing the end-to-end customer experience for the regional consumer bank across UAE and Bahrain. He / She will report directly to MENA Consumer Business Manager and matrix to the EMEA Head of Customer Franchise Management and be utilized to help Citi gain a true competitive advantage.

He / She will help develop, drive and manage client experience, digital banking and marketing services delivered with a data analytics edge, across the country Consumer line of business, aligned to the GCB region and global vision and direction.

Key Position Objectives Are

• responsibility for all aspects of consumer marketing across both digital and non-digital channels as well as leading the end-to-end digital experience for Middle East Consumer.
• responsibility for customer insights and experience to provide a seamless experience across products and channels within the country. He / She will operate closely with each product leaders and data analytics team to provide knowledge and outcomes to improve customer experience.
• Within digital, he / she will manage all efforts from strategy to execution across Consumer in UAE and Bahrain. This will incorporate all functions within the front end business strategy as well as operations and technology. He / She will use influencing and communication skills with senior executives across the group to put strategies in action and create discernible results.

Key for the success of this role is a leading edge, advanced understanding of customer behavior in a highly complex transaction-based environment in which digital servicing and analytics have been integrated successfully to increase efficiency, business growth, and revenue potential across all channels.
Principal Responsibilities

Head of Customer Franchise Management , in alignment with the region and global strategy, will be responsible for the following:

• Develop and execute the roadmap for the delivery of a best in class customer experience across all products and channels within Consumer in UAE and Bahrain.
• Be the thought leader for the Country Consumer Business Manager with regards to creating a single view of the customer and a truly holistic multi-channel experience by gaining and driving synergies across each of the different product lines.
• Efficiency gain from driving UAE and Bahrain Consumer business to cross sell through effective leverage of data analytics and marketing.
• Provide leadership for a next generation, end-to-end digital strategy and services by contributing, supporting and executing on the adoption of a global digital platform and ensuring a cohesive approach to the customer experience across channels. Manage strategy and execution for large scale and complex digital (tablet, mobile, online) offerings.
• Assume responsibility for all functions from requirements build to partnering with technology through development and launch to servicing to merchandising.
• Ensure all marketing and advertising across country Consumer is world class, aligned with brand, and communicates the clear value proposition of being a Citi customer to drive organic growth
• Develop and execute an overall customer communications strategy to ensure consistent messaging across all businesses, products and channels for UAE and Bahrain, aligned to region and global direction. Support internal communications relating to consumer strategy, customer interaction and digital advances.
• Look for opportunities to drive significant growth in online acquisitions.
• Partner with the region and globally, to help drive shared alignment around a common GCB customer vision and strategy, and drive Consumer Country/Cluster NPS (net promoter score) efforts.

Click on this link to apply.