Associate Manager - Customer Engagement and Retention

D360 Bank; Riyadh; On-site; SAR 60,000 - 80,000; Full time

Job summary

A leading bank in the Riyadh region is seeking an Associate Manager for Customer Engagement and Retention. The role involves developing engagement strategies, managing loyalty programs, and analyzing campaign performance to enhance customer relationships. The ideal candidate will have a background in marketing or business and experience in CRM and retention-focused roles, contributing to the bank's growth through effective customer engagement initiatives.

Qualifications

• Fresh graduate to 3 years of experience in customer engagement or retention roles.
• Strong knowledge of CRM and marketing automation.

Responsibilities

• Develop segmented engagement plans for different customer groups.
• Manage loyalty programs and retention campaigns across multiple channels.
• Analyze campaign performance metrics to assess effectiveness.

Skills

Customer Engagement

Data-Driven Strategies

Project Management

Education

Tertiary-level qualification in Marketing, Business, Communications

Tools

CRM Platforms

Marketing Automation Platforms

Job description

Associate Manager - Customer Engagement and Retention

• A tertiary-level qualification from an internationally recognized institution in Marketing, Business, Communications, or a related field.

Years & Nature of Experience

• Recommended to be a fresh graduate to 3 years of experience in customer engagement, CRM, lifecycle marketing, or retention-focused roles.
• Strong knowledge of CRM and marketing automation platforms.
• Proven track record of driving customer engagement and retention through data-driven strategies.
• Experience working with customer segmentation, audience building, and personalization strategies.
• Ability to manage multiple projects in a fast-paced, cross-functional environment.

Key Skills and Responsibilities

• Develop segmented engagement plans to address the unique needs and preferences of different customer groups.
• Manage loyalty programs and initiatives that foster long-term customer relationships.
• Execute retention and engagement campaigns across multiple channels, platforms, and products.
• Handle engagement campaigns aimed at improving subscriber retention via email, direct mail, on-site messaging, etc.
• Analyze campaign performance metrics such as email metrics, conversion, and retention to assess effectiveness and ROI.
• Analyze digital platform usage to identify target audiences and tailor marketing communications accordingly.
• Identify opportunities for user engagement and process improvements, quantify their impact, and drive implementation.
• Lead initiatives to enhance overall customer experience by identifying pain points and implementing solutions.
• Oversee the collection of customer feedback through surveys, focus groups, and other channels to gather actionable insights.
• Monitor and optimize engagement initiatives to meet performance targets and support retention goals.
• Develop and track key customer health metrics such as engagement, satisfaction, and usage patterns.
• Perform additional duties as assigned by the line manager related to the role.
• Ensure compliance with all relevant controls, information security policies, and procedures.

Company Industry

• Banking
• Broking

Department / Functional Area

• Administration

Keywords

• Associate Manager - Customer Engagement and Retention

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