Mass Segment Manager

We are looking for an Odealist to create value together!

We work in a world where new ideas, bold steps, and learning happen every day. At Odeabank, we measure success not only by results but also by learning, growing, and creating value.

We work in a culture that is collaborative, innovative, and open to different perspectives. Everd day, we move forward together for a better experience and a stronger future.

What Can You Expect?

• A culture that supports your development: Training, mentoring, and continuous learning opportunities
• Working model: A hybrid environment that offers both productivity and balance
• Inclusive team structure: An organizational culture shaped by openness, respect, authenticity, and enthusiasm
• Sustainable vision: Commitment to gender equality, diversity, and sustainability
• Supportive leadership: Managers who value your ideas and encourage sharing

Position Overview

We are looking for an experienced and results-oriented Mass Segment Manager with expertise in customer lifecycle management. In this role, you will be responsible for developing and executing the strategy for the Mass Segment, optimizing customer engagement, and overseeing the entire customer lifecycle. This includes driving upsell, cross-sell, and churn management strategies, enhancing customer satisfaction, increasing retention, and maximizing revenue growth across the mass market segment.

Key Responsibilities

• Segment Strategy Development: Lead the development and execution of the Mass Segment strategy, focusing on driving customer engagement, retention, and increasing revenue through upsell and cross-sell opportunities.

• Customer Lifecycle Management: Oversee the end-to-end customer lifecycle for Mass Segment clients, focusing on retention, acquisition, and reducing churn. Implement strategies that guide customers through each stage of their journey with personalized experiences.

• Upsell & Cross-Sell Campaigns: Identify key opportunities to increase revenue by promoting additional products and services to existing customers.

• Churn Management: Proactively identify at-risk customers and develop and implement retention strategies, such as targeted outreach, special offers, and personalized interventions, to minimize churn and improve customer satisfaction.

• Service Model Development: Develop and optimize the service model for the Mass Segment to ensure a seamless and effective customer experience. This includes defining service levels, managing customer expectations, and continuously improving service delivery to meet customer needs and business objectives.

• Data-Driven Insights: Use customer data and analytics to drive decision-making. Analyze customer behavior and purchasing patterns to identify upsell and cross-sell opportunities and develop strategies to reduce churn.

• Cross-Functional Collaboration: Work closely with marketing, sales, product development, and customer service teams to ensure strategies are integrated across all touchpoints and align with broader business objectives.

• Campaign Strategy & Execution: Lead and execute marketing and engagement campaigns designed to drive upsell and cross-sell opportunities and reduce churn. Ensure campaigns are personalized, results-driven, and aligned with customer needs.

• Performance Monitoring & Reporting: Monitor and analyze key performance metrics related to customer retention, lifetime value, churn rates, and revenue growth. Use insights to optimize strategies and refine future campaigns.

Qualifications & Skills

• Experience: Minimum 10 years of experience in Mass Segment Management, customer lifecycle management, or related fields, ideally in the banking or financial services industry.

• Analytical Skills: Strong data analysis skills, with the ability to derive insights from customer data to inform strategies for upselling, cross-selling, and reducing churn.

• Customer Lifecycle Management: Proven experience in managing the customer lifecycle from acquisition to retention, with a focus on upsell, cross-sell, and churn prevention strategies.

• Service Model Expertise: Experience in developing and optimizing service models that drive customer satisfaction and operational efficiency, ensuring high-quality service delivery across all customer touchpoints.

• Leadership: Strong leadership capabilities with a track record of managing cross-functional teams to drive performance and deliver on business goals.

• Strategic Thinking: Ability to think long-term and develop strategies to drive customer engagement and growth, while balancing immediate priorities with future goals.

• Problem-Solving: Excellent problem-solving and conflict resolution skills, with the ability to proactively address churn risks and find creative ways to increase customer loyalty.

• Communication: Strong communication and interpersonal skills, with the ability to engage stakeholders at all levels, from team members to senior leadership, and influence decisions based on data-driven insights.

• Customer-Centric Approach: Passion for creating a seamless and positive customer experience, with a strong focus on retention, satisfaction, and long-term loyalty.

Ideal Candidate Profile

• A proactive, data-driven leader who is passionate about managing the Mass Segment and driving revenue growth through customer lifecycle strategies.

• Experienced in upsell, cross-sell, churn management, and service model optimization, with a strong understanding of how to optimize customer engagement.

• Comfortable working in a fast-paced, high-volume environment, managing multiple projects simultaneously.

• Strong collaborator with the ability to lead and align teams across departments to achieve shared goals.

• Analytical and results-oriented, always looking for ways to optimize processes and improve outcomes.

Why Odeabank?

• Innovative business model focused on investment and technology
• Odealist teams shaping not only today but also the future
• Corporate discount agreements with O'Deal
• Social events, clubs, and employee communities
• Special occasion celebrations
• Recognition and reward mechanisms that regularly highlight achievements
• Well-being seminars

If you want to grow in an Odealist culture , complete your application now and join us on our journey! 💫

*The hiring process at Odeabank includes Human Resources Assessment, relevant manager interviews, and competency-based evaluations.

The offer process begins for candidates who successfully complete all stages.

**Under the Personal Data Protection Law No. 6698, your personal data is processed solely for recruitment purposes during the application process.

Detailed information can be found at Odeabank Personal Data Protection Disclosure Text.