Segmentation Specialist

JOB PURPOSE:

To support Segment Management in dealing with day to day matters of affluent customers which are received from branches, online channels and provides timely support in order to achieve agreed strategy for overall customer satisfaction to strengthen their relationship with the bank. In addition, also responsible to execute the campaigns with Marketing and Product teams for affluent customers.

AREAS OF RESPONSIBILITY:

• Follows approved departmental policies, processes, procedures and monitor self-adherence to them so that work is carried out in a controlled manner.
• Follows the day-to-day operations related to own job to ensure continuity of work
• Constantly look for opportunities to achieve customers satisfaction by resolving their daily issues and executing campaign offers.
• Communicates with relationship managers in order to update them about their segment’s positions.
• Carry out necessary analyses with business analytics team to generate periodic reports to monitor segments progress.
• Initiate and monitor the process of segment upgrade and downgrade based on agreed customer criteria.
• Works as a focal point of contact between frontend channels and segmentation business.
• Publishes periodic reports on customer segments.
• Provide supports to supervisor and partners with products and channels teams to execute and integrate delivery to ensure the customer view is at forefront of decisions in the achievement of goals.
• Supports implementation of technical changes in system from requirements gathering to implantation.
• Supports in research, monitoring and analysis of trends, needs and behaviors to ensure that the required in depth knowledge is obtained about the target customers.
• Collaborates with other Retail Banking functions to understand business needs, solicit feedback in improving CRM systems and drive key initiatives.
• Contributes to the identification of opportunities for continuous improvement of systems, processes and practices considering ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
• Prepares departmental reports of Riyad Bank timely and accurately to meet company and department requirements, policies and standards.
• Complies with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

Minimum Qualifications:

• Bachelor’s degree in Economics, Marketing and Business Administration.

Minimum Experience:

• 2-4 years relevant experience in Banking Sector.

Language:

• English: Intermediate