Head of Business Management – Marketing and Customer Excellence

Responsible for developing and consolidating the bank-wide Marketing and Customer Excellence strategy, leading annual planning and budgeting, managing the overall marketing budget, and directing market research and customer insights to support strategic decision-making and business growth.

Key Responsibilities

• Develop and consolidate the bank-wide Marketing and Customer Excellence strategy aligned with business objectives.
• Lead annual planning and budgeting in coordination with Finance and key stakeholders.
• Manage the full marketing budget, including expenditure tracking, ROI monitoring, and resource reallocation.
• Lead fact-based, market insight-driven initiatives to identify growth and new business opportunities.
• Direct market research activities from planning to execution and dissemination of insights.
• Enhance and introduce research methodologies relevant to the financial sector.
• Champion customer understanding across the bank to identify marketing opportunities.
• Implement and continuously improve marketing governance policies and procedures.
• Provide leadership and direction to marketing and customer excellence teams.

Qualifications & Experience

• Bachelor’s degree in Marketing, PR, Research, Information Systems, or related field.
• Preferred: relevant professional certificate.
• 8+ years of experience (preferably 4+ years in a relevant leadership role).
• Experience in Market Research and knowledge of banking products and services.

Key Skills

• Marketing Strategy & Governance
• Budgeting & ROI Tracking, KPI Reporting
• Market Research & Customer Insights
• Strong leadership and stakeholder management