Group Head, Customer Loyalty, Retention & Engagement – ()

Growth of Customer Lifetime Value through increased profitability and share of wallet.

Increased product uptake through data driven customer engagements and offer placements
Design an engagement and loyalty roadmap to drive CLV across the customer lifecycle stages (acquisition, growth, retention).
Spearhead the review of customer engagement plans to ensure customers receive best in class experiences.
Generate value from the Equity loyalty programs
Define and report on appropriate success metrics for retention and loyalty initiatives.
Utilize customer, financial and churn data to inform decisions and develop business cases to support various retention efforts.
Define internal customer communication standards and procedures for bank wide compliance for all non-Brand communication.
Ensure adoption of service recovery and ADR framework.
Define the customer retention and loyalty strategy and programs with the primary goal of retaining and extending the customer base.
Strategically lead, develop, implement, and manage customer lifecycle programs from ideation to execution.
Use data to identify, test and optimize user retention and extension methods and channels
Define customer segments and create relevant and personalized customer journeys to drive CLV
Design strategies for proactive and reactive communication for customers whose recent account activity indicates they are at risk of cancellation and ensure that every opportunity to retain these customers is investigated

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