CRM Analyst – Subject Matter Expert (SME)

Job Description

The CRM Analyst – Subject Matter Expert (SME) will be responsible for managing and optimizing the Bank’s Customer Relationship Management (CRM) framework to improve customer engagement, service delivery, portfolio growth, and retention. The incumbent will act as the functional expert for CRM systems, customer data analytics, campaign management, and customer lifecycle strategies while ensuring compliance with internal policies and applicable regulatory requirements.

Position Title: CRM Analyst – Subject Matter Expert (SME)

Qualification: Minimum Graduate, preferably MBA / M.Com from an HEC recognized university

Experience Required: Preferably 5 to 10 years of banking / financial institution experience in CRM, customer analytics, or related functions with sound knowledge of SBP regulations

Salary: 200k

Location: Karachi

Key Responsibilities

· Act as the subject matter expert for the Bank’s CRM platform, ensuring effective utilization, process optimization, and alignment with business objectives.

· Manage and monitor CRM workflows, customer data quality, segmentation, and campaign execution across retail, liability, and digital channels.

· Develop and maintain CRM dashboards, MIS reports, and management insights to support business growth and strategic decision-making.

· Ensure timely execution and tracking of customer campaigns, service initiatives, and relationship programs through CRM tools and digital channels.

· Collaborate with business, branch banking, product, and digital teams to improve customer journeys, service turnaround time, and overall customer experience.

· Support customer lifecycle management including onboarding, activation, engagement, retention, and complaint/service request tracking.

· Monitor data integrity, customer profiling, and system controls to ensure accuracy, completeness, and reliability of CRM data.

· Ensure CRM processes, customer communications, and data handling practices comply with SBP regulations, internal policies, and audit requirements.

· Identify process improvement opportunities and recommend automation or workflow enhancements for operational efficiency and better customer management.

· Assist in preparation of regulatory, audit, and management reports related to CRM performance, customer service metrics, and portfolio insights

Work Location: In person