Lead - Marketing & Customer Experience - Banking

Marketing & Growth

- Define and execute brand and marketing strategy to drive awareness, acquisition, and engagement

- Lead digital marketing (SEO, SEM, social, content, CRM) and multi channel campaigns

- Drive go to market plans for new products and initiatives

- Manage agencies, budgets, and campaign ROI

- Use customer insights, analytics, and market intelligence to shape strategy.

Customer Service & Experience

- Own customer service strategy and delivery across inbound, outbound, and non voice channels

- Ensure best in class customer experience, SLA adherence, and service quality

- Lead contact center operations and partner/franchisee servicing

- Drive NPS, customer satisfaction, and retention improvement

- Act as Voice of Customer, working with business, product, and operations teams.

Digital & Process Excellence

- Enable self service and digital servicing tools (CRM, bots, automation)

- Drive process improvement to reduce TAT and complaint recurrence

- Leverage data to move from reactive to proactive service models.

Franchisee & Partner Engagement

- Strengthen franchisee onboarding, engagement, communication, and productivity

- Support advisor activation, contests, and partner led acquisition

- Improve partner satisfaction and retention.

Leadership & Stakeholder Management

- Collaborate with the sales and client servicing teams to create client-focused marketing materials and presentations.

- Organize webinars, workshops, and other client engagement activities to build relationships and showcase the company's offerings.

- Monitor client feedback and market sentiment to inform marketing strategies and enhance the customer experience.

In House Marketing Campaigns

- Build and lead high performing Marketing & Customer Service teams

- Set goals, KPIs, and performance standards

- Collaborate with Sales, Compliance, Risk, IT, and Operations

- Ensure all communication and service delivery meets regulatory requirements.

People Management

- Mentor and guide junior marketing & customer service team members, providing training and support to help them develop their skills.

- Coordinate with cross-functional teams (sales, product, compliance) to ensure alignment of marketing & customer service activities with overall business goals.

- Evaluate team performance and provide regular feedback to foster a culture of continuous improvement.