Senior Manager Customer Engagement.NEO - MBP.Retail Banking Group RBG-MBPKLTD
Mashreq · PK
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.
- Campaign Planning & Execution
- Support end-to-end campaign planning and own execution of customer engagement campaigns aligned with individual business strategy. Targeting Existing to Bank Customers; for funding, balance growth and transaction activity levels.
- Contribute to development and implementation of engagement strategies tailored to different stages of the customer lifecycle (onboarding, activation, retention, cross-sell).
- Use behavioral and transactional data to trigger lifecycle-based communications.
- Enhance customer engagement through timely and relevant communications.
- Align campaign objectives with overall deposit product strategy, incorporating insights and goals specific to Existing to Bank customers.
- Incorporate customer segmentation and personalization to ensure relevance and impact.
- Utilize omni-channel including digital (Email, SMS, App notifications & In-app banners).
- Ensure timely and accurate execution of campaigns across relevant channels, particularly those aimed at engaging Existing to Bank customer segments.
- Performance Tracking & Optimization
- Monitor campaign performance using key metrics such as signups, engagement rates, conversions and ROI.
- Leverage analytics and dashboards to generate actionable insights, for improvement recommendations.
- Conduct A/B testing and pilot innovative approaches to improve campaign effectiveness, using both manual and automated tools.
- Prepare regular performance campaign updates for stakeholders, highlighting campaign performance and outcomes for Existing to Bank customer campaigns.
- Cross-Functional Coordination
- Work closely with Marketing to define campaign messaging, creative assets, and outreach strategy tailored to Existing to Bank customers.
- Collaborate with Analytics to identify target audience segments and track campaign effectiveness.
- Ensure alignment with campaign calendar & goals for business outcomes through close coordination with Business (Sales, Product Owners) ensuring strategic focus on Existing to Bank customer communication/campaign initiatives.
- Campaign budget management
- Budget campaigns under strategy budgets, to plan ETB campaigns.
- Manage the budget of campaigns for Neo. (Budgeted/Actual, Balances, Usage).
- Monitor and manage campaign-level profitability.
- Market & Competitive Analysis
- Analyze market trends, customer behavior and competitor communication and campaigns,
for ETB customers. - Recommend communication/campaign strategies for ETB customers, to Business/Marketing teams.
- Cross-Functional Collaboration
- Work closely with Data Analytics, Marketing, Compliance, Customer experience, Governance, Legal & Business teams (Neo/Individual & Islamic).
- Coordinate campaign planning, launch and ensure timely/accurate execution, across Business/Product owners & Marketing.
- Liaison with Mashreq group team for best practices and platforms/tools.
- Regulatory & Risk Compliance
- Ensure all campaign content and execution comply with regulatory guidelines and internal policies.
Monitor data privacy and consent management across engagement activities. - Collaborate with Compliance, Governance teams for approvals and audits.
- Monitor and mitigate campaign-related risks.