مطلوب رئيس تحليلات بيانات العملاء في البنك الأهلي في مسقط ,عُمان

About the job

Role Statement

• Establish Ahlibank’s customer data analytics infrastructure from scratch, including assembling and leading a skilled team.
• Enhance tools and develop smarter loyalty lifecycle communications across email, push notifications, and SMS through collaboration with Product Managers.
• Support Ahlibank’s acquisition and aggregator strategy by engaging key stakeholders and optimizing new customer activation processes.
• Take ownership of developing product-value strategies for new feature launches, ensuring successful adoption through communication, cohort analysis, data reporting, and testing.
• Oversee referral programs and spearhead the deployment of Ahlibank’s mobile app on the App Store and Play Store, leveraging data-driven strategies for maximum effectiveness.
• Manage Net Promoter Score (NPS) initiatives to drive improvements in customer satisfaction and loyalty.
• Design and implement email, push notification, and SMS journeys throughout the entire customer lifecycle, from welcome to inactive stages, to enhance customer retention and re-engagement.
• Drive the scaling of campaigns, from small-scale experiments to fully-fledged initiatives, resulting in incremental revenue, increased customer engagement, and enhanced customer lifetime value (LTV).

Key Objectives

• Develop a roadmap for customer value use cases and build-up team to execute including new hires and upskilling
• Introduce the planned platform management system infrastructure to enable usage by Call Centre, Branches and HQ teams
• Develop a further system infrastructure for campaign management for Email, Push, SMS, In-App (e.g. , Braze, Emarsys, Klaviyo, Looker, HubSpot)
• Introduce multi-channel-tracking methodology
• Initiate a continuous, proactive management of most important customer journeys across all channels: Identify – Map – Quantify – Optimize
• Develop and Align customer NPS insights & reporting needs with Retail Banking stakeholders and launch new set of regular and one-off NPS reports
• Define set of KPIs (2+ products) to be monitored and include core KPIs for annual target setting
• Implement monthly governance meetings with Retail Banking stakeholders to align Customer value focus
• Monitor Customer campaigns performance and develop ways to improve efficiency and differentiate from competitors;
• Develop and implement CVM cross sale strategies aligned with the overall business objectives and retail banking goals of Ahlibank using the knowledge in Customer engagement market trends, customer needs, and competitive landscape to devise effective strategies for customer acquisition, retention, and loyalty.
• Oversee the collection, storage, and analysis of customer data to gain insights into customer behavior, preferences, and needs. Utilize CVM systems and tool (sms, email, push notifications etc) to effectively manage customer information.
• Segment customers based on various criteria such as demographics, behavior, and profitability. Develop Persona targeted communication campaigns and personalized offers to cater to the specific needs of different customer segments and maximize customer engagement and satisfaction.
• Design and execute multi-channel communication strategies to engage customers across various touchpoints such as email, SMS, social media, and mobile apps. Develop compelling content and messaging to nurture customer relationships and drive customer loyalty.
• Collaborate with product and sales teams to identify opportunities for cross-selling and upselling additional products and services to existing customers. Develop targeted offers and promotions to encourage customers to expand their relationship with Ahlibank.
• Continuously assess and improve the end-to-end customer experience across all touchpoints, including branch interactions, digital channels, and customer service. Identify pain points and opportunities for improvement to ensure a seamless and positive customer experience.
• Establish key performance indicators (KPIs) to measure the effectiveness of cross sale campaigns. Monitor performance metrics such as customer acquisition costs, retention rates, and customer lifetime value. Analyze data and insights to identify trends, opportunities, and areas for optimization.
• Lead and manage a team of data analyst professionals, including analysts, marketers, and customer service representatives. Foster a collaborative and innovative work environment to drive team performance and achieve Customer engagement objectives.
• Collaborate closely with internal stakeholders such as marketing, sales, IT, and compliance departments to align CRM initiatives with broader business strategies and objectives. Build strong relationships with external partners and vendors to support CRM initiatives effectively.

Candidate Specifications

• University graduate, preferably in Data Science and Mathematics or related disciplines
• Minimum 7 years of relevant experience in banking industry preferably in Banking and Telco industries
• Attentive to details, able to work independently, handle and prioritize multiple tasks
• Proactive and adapt to dynamic environment
• Good analytical, organizational and problem solving skills with customer centricity mindset
• Good project management and selling skills
• Good communication & interpersonal skills
• Good command of written and spoken
• Proficiency in MS office application
• Building out and owning customer data team,
• Experience across various ESP’s (e.g. Salesforce, Braze, Emarsys, Klaviyo, Hubspot, Looker, OneSignal)
• Experience of using AI messaging platforms (e.g. Intercom)
• SQL and industry verticals, with a keen interest in data visualisation and all stages of the customer lifecycle funnel.