Customer Journey Senior Manager

Are you obsessed in customer loyalty and sustainable improvement in customer satisfaction?

We are looking for a candidate to design and manage customer journeys in our bank's CRM department. This role will be responsible of customer-centric transformation by generating data-driven insights. Our goal is leveraging data analytics and models to drive sustainable improvements in customer journeys. You will drive strategies that enhance customer satisfaction. Providing actionable outcomes to sales, marketing, digital, and customer service teams is crucial.

Key Responsibilities:

- Define customer journeys to develop and manage loyalty programs.

- Develop and implement customer-centric transformation strategies.

- Understand customer expectations and generate insights to support marketing & sales teams.

- To take responsibility of customers in the bank throughout cross functional strategies developments

- Propose innovative solutions to enhance customer satisfaction.

Qualifications:

- Bachelor’s Degree (preferably from Engineering, Statistics, Mathematics, Data Science, Computer Science, or related fields)

- Master’s Degree in fields such as Data Science, Artificial Intelligence is a plus

- +10 years’ experience in CRM, customer journey management and/or marketing strategies

- +5 years leadership experience

- Strong skills in data analysis and a deep understanding of customer behaviors

- Proficiency with advanced data analysis tools (e.g phyton, SQL, SAS,SPARK etc.)

- Open-minded for new approaches and innovation to improve customer journeys

- Strong written and verbal communication skills both in Turkish and English

- Effective collaboration with cross functional teams