Citi Director de Admón. y Estrategia Ciclo de Vida de Vida de Clientes in Mexico
Primary Location: Mexico
Education: Bachelor's Degree
Job Function: Business Management and Admin
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 18052630
Funciones principales del puesto:
The Sr. VP of Customer Lifecycle Management & Strategy is in charge of keeping the customer at the center of our Consumer business strategy. He/she is responsible of designing, executing and measuring onboarding actions and strategies, customer engagement activities, developing and managing retention strategies among customer segments and consumer products (Cards, Loans, Investments, and Demand Deposit accounts).
Citibanamex has 12.5 million clients segmented based on AUMs, mortgage, credit card billings and monthly payroll deposits. Also includes small companies and professionals.
Understanding customers’ lifecycle and context (at a personal level, and during their banking relationship) is critical to design and structure the right financial solution to the target segments: oIs a unique opportunity for deepening relationships
oProvides stability through economic cycles
oPenetrating beyond the DDA or credit product group is necessary for generating underlying earnings growth
Day to day activities:
•Continuously improve the operations of the retention and activation strategies along all service channels. Particularly, this position coordinates the call center units in charge of these activities.
•Construct and optimize new and existing processes from origination to retention (branches, digital and call center inclusive).
•Negotiate and coordinate with different areas (Data & Analytics, Market Research, Segments, Products, Digital, Technology, Customer Experience, Operations, Communication, Legal, Compliance, AML, etc.)
•Design and execute clients’ lifecycle campaigns. (onboarding, engagement, developing and retention campaigns; proactive, preemptive and reactive)
•Design strategies to stimulate customer multi-relationships with the bank to foster engagement and loyalty.
•Monitor business KPI tracking continuously to unveil insights from customer journeys and behavioral patterns
Requisitos del puesto:
•Bachelor in Engineering, Business or any Financial/Economic discipline
•Master with major in Business, Marketing and / or Finance
•Five year+ experience in the Financial Industry or Retail or Market Intelligence
•Expertise in English (90%+)
•Excellent written and oral communication skills.
•Ability to manage multidisciplinary teams and create collaboration network
•Good negotiation skills.
•Problem synthesis and resolution
•Financial acumen to manage KPI’s and P&L variables
•Project execution skills and results oriented