Segment Manager

Job PurposeSegment is responsible in developing and executing customer segment strategies to drive business growth, enhance customer loyalty, and improve overall customer experience in alignment with Islamic banking principles. This role involves in-depth customer segmentation, the creation of tailored value propositions, the development of targeted marketing programs, and close collaboration with sales and distribution channels to ensure effective implementation and achievement of business objectives. Key ResponsibilitiesDrive and align customer segment propositions with a key focus on identifying opportunities, increasing Net Promoter Score (NPS), and improving customer loyalty across all relevant segments.

Conduct thorough segmentation of customers based on behavioural patterns and potential profitability, identifying important attributes, characteristics, needs, and wants of each respective customer group. Develop and refine the value proposition for specific customer segments, including the development, improvement, and launch of the Affluent Banking value proposition. Conceptualize and collaborate with relevant teams on the development of segment-based products and services that cater to the unique needs and preferences of identified customer groups, ensuring compliance with Shariah principles. Design and implement segment-based marketing programs and promotions to drive product adoption, customer engagement, and revenue growth.

Utilize analytic and transaction data, including demographics, geographic, and behavioural data, to gain deeper customer insights for better-targeted product offerings. Improve customer approach and communication strategies based on data-driven insights. Tailor product and service bundles to enhance customer value and create stickiness for improved customer retention. Focus on growing customer penetration and leveraging alternative channels to increase revenue and overall business growth. Oversee the planning, development, and execution of marketing-related campaigns for the Retail Banking division, ensuring alignment with segment strategies. Monitor and track the performance of launched segment programs, including the reach, engagement, and outcomes (e. g.

, rejection rates) of all campaigns, promotions, and events. Develop comprehensive market plans and execute segment programs and initiatives effectively. Lead the introduction of new segment-focused initiatives and ensure their on-time, on-account, and on-budget delivery. Coordinate the development and implementation of strategic initiatives throughout the Retail Bank to support segment objectives. Actively contribute to customer acquisition and growth strategies as a key responsibility of the role. Work closely and collaboratively with Sales and branch distribution teams to maximize go-to-market implementation and execution of segment strategies and initiatives. Liaise with other relevant departments (e. g.

, Product Development, Marketing, Operations, Compliance) to ensure seamless execution and alignment.