VP – Head of Customer Lifecycle & Business Performance Management

About the role

This role plays a pivotal part in enhancing the commercial and financial performance of the Business Banking/SME division by leading customer segmentation, lifecycle management, and unit-level performance reporting. It empowers data-driven decision-making, strengthens budget ownership, and shapes customer strategy through accurate portfolio insights, targeted lifecycle interventions, and forward-looking performance forecasting.

The role reports to the SVP & Head – Business Banking Products and you will work closely with cross-functional teams including Relationship Managers, Product Managers, Data & Analytics, and external partners such as market research providers, data consultants, and regulators.

What You’ll Be Doing:

• Develop and refine customer segmentation frameworks using behavioral, financial, and lifecycle data.
• Translate insights into segment-specific strategies to improve acquisition, retention, cross-sell, and risk mitigation.
• Support differentiated propositions, targeted campaigns, and customer journey design based on segment needs.
• Provide analytical inputs for senior management and board-level strategy presentations.
• Build dashboards and reporting tools to monitor segment performance, portfolio health, and lifecycle transitions.
• Lead annual budget planning and mid-year forecasting in collaboration with Finance.
• Monitor financial performance across revenue, cost allocation, and profitability by segment or proposition.
• Evaluate ROI and commercial impact of new initiatives and campaigns using business case modelling.
• Act as a strategic liaison across business, product, analytics, and finance teams.
• Support cross-functional projects including ESG reporting, SME support programs, and data transformation.
• Influence campaign design and customer communication strategies through data-driven insights.

What We’re Looking For:

• Education: Bachelor’s degree in Business, Economics, Finance, or a related field; MBA preferred.
• Experience: 10–15 years in business banking, commercial performance management, or analytics-led roles.
• Industry Exposure: Strong background in SME banking, with experience in cross-functional planning, performance tracking, and budgeting. Familiarity with UAE banking regulations and fintech ecosystems is a plus.

What’s In It For You:

• Competitive, performance-linked compensation.
• Medical coverage for you and your family.
• Comprehensive life insurance.
• Inclusive and diverse workplace culture.
• Career development and fast-track growth opportunities.
• Mentorship from industry experts.

Skills:

• Ability to synthesize complex data into actionable strategies.
• Proficient in Tableau, Power BI, Excel modelling, and SQL; Python is a plus.
• Deep understanding of segmentation, lifecycle stages, and customer behaviour.
• Skilled in evaluating ROI, budgeting, and performance forecasting.
• Effective in managing diverse stakeholder groups and driving aligned outcomes.
• Strong presentation skills for senior leadership and board-level engagements.
• Precision in analysis and commitment to measurable results.
• Insight into SME customer needs, behaviours, and market dynamics.