Manager, Digital Engagement And Lifecyle Marketing - Dubai - ref. j0932515
Job description / Role
Employment: Full Time
Operating in the UAE for over 50 years
CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.
CBD has been recognized as the number one bank in the UAE on the Forbes list of The World's Best Banks 2022.
As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.
Job purpose:
The Customer Lifecycle Marketing and Activation Lead will design and implement strategies to optimize the customer journey across all bank products, with a focus on driving engagement, cross-sell, and upsell opportunities. This role will be responsible for creating personalized customer journeys and activation triggers tailored to customer segments, such as expats and UAE nationals, based on their unique needs and relationship with the bank.The ideal candidate will leverage their e-commerce experience to scale marketing efforts through digital, social, and CRM channels, ensuring a seamless and impactful customer experience.
Principal accountabilities:
- Customer journey design: Develop customer journey maps for different segments (e.g., expats vs. UAE nationals) across the entire lifecycle, including onboarding, engagement, growth, and retention stages.
- Lifecycle marketing strategy: Build and execute lifecycle marketing strategies focused on optimizing the total relationship of customers with the bank. Identify key lifecycle stages and design relevant marketing campaigns and triggers based on customer behaviors and needs.
- Trigger-based activation: Implement automated marketing triggers to activate customers at the right moments, using insights from customer data to drive cross-sell and upsell opportunities across products (starting with credit cards and deposits).
- Personalization: Customize offers and communication based on customer segment, lifecycle stage, and channel preference. Develop different marketing approaches for expats and UAE nationals, considering relevant cultural and lifestyle factors.
- Digital and social channel execution: Utilize digital marketing tactics, including email, social media, SMS, and in-app messaging, to engage customers effectively at scale. Work closely with the social media team to ensure content aligns with lifecycle goals.
- CRM management: Leverage CRM data to drive marketing strategy, segmentation, and campaign execution. Continuously optimize the use of CRM tools to improve campaign targeting, messaging, and customer segmentation.
- Performance tracking: Set KPIs for lifecycle marketing initiatives and measure the impact on customer engagement, conversion, and retention. Regularly report on campaign performance, identifying areas for improvement.
- Cross-functional collaboration: Partner with product, analytics, digital, and customer experience teams to ensure alignment on customer journey initiatives and leverage insights to improve lifecycle marketing strategies.
- Market analysis: Stay updated on industry trends, competitor strategies, and emerging technologies in lifecycle marketing and CRM. Apply these insights to improve the bank's customer lifecycle marketing efforts.
Requirements
Education and experience- Bachelor's degree in marketing, digital marketing, business, or related field
- 7+ years of experience in customer lifecycle marketing, preferably with an e-commerce background.
- Proven expertise in using digital and social channels for customer engagement and activation at scale.
- Experience with CRM systems and tools for customer segmentation and campaign execution.
- Strong analytical skills with the ability to derive insights from data and apply them to marketing strategies.
- Expertise in MarTech tools and platforms, including CMS, CRM systems, and analytics tools.
About the Company
In 1969, when we at Commercial Bank of Dubai started out little did we know that sheer grit and determination would get us where we are today. An Emiri Decree issued by His Highness the Late Sheikh Rashid Bin Saeed Al Maktoum, the founder of modern Dubai, laid the cornerstone of Commercial Bank of Dubai.We started out as a joint venture of Commerzbank, Chase Manhattan Bank and Commercial Bank of Kuwait. A minority stake was held by a few UAE businessmen.
By 1982, little more than a decade later, we evolved into a National Public Shareholding company. A feat complimented by an exponential increase in the capital base and mammoth restructuring of our operations. The feather in the cap came when the Government of Dubai became a key shareholder.
Over the decades, we have transformed ourselves into a progressive and modern banking institution. We are supported by a sturdy financial base and reigned by a strong and stable management. The proof of which lies with our customers who have stood by us over the years.
Apply Now