Mass Segment Manager

We are looking for an Odealist to create value together!We work in a world where new ideas, bold steps, and learning happen every day. At Odeabank, we measure success not only by results but also by learning, growing, and creating value.We work in a culture that is collaborative, innovative, and open to different perspectives. Everd day, we move forward together for a better experience and a stronger future.What Can You Expect? A culture that supports your development: Training, mentoring, and continuous learning opportunitiesWorking model: A hybrid environment that offers both productivity and balanceInclusive team structure: An organizational culture shaped by openness, respect, authenticity, and enthusiasmSustainable vision: Commitment to gender equality, diversity, and sustainabilitySupportive leadership: Managers who value your ideas and encourage sharingPosition OverviewWe are looking for an experienced and results-oriented Mass Segment Manager with expertise in CRM (Customer Relationship Management) and customer lifecycle management. In this role, you will be responsible for developing and executing the strategy for the Mass Segment, optimizing customer engagement, and overseeing the entire customer lifecycle. This includes driving upsell, cross-sell, and churn management strategies, using CRM data and insights to enhance customer satisfaction, increase retention, and maximize revenue growth across the mass market segment.The ideal candidate will possess strong leadership skills, the ability to manage high-volume customer data, and a strategic focus on using CRM tools to improve business outcomes. You will work in a fast-paced environment and need to effectively coordinate with multiple teams to ensure the success of customer lifecycle initiatives.Key ResponsibilitiesSegment Strategy & CRM Integration: Lead the development and execution of the Mass Segment strategy, integrating CRM tools to enhance customer lifecycle management. Focus on driving customer engagement, retention, and increasing share of wallet by leveraging upsell and cross-sell opportunities.Customer Lifecycle Management: Oversee the end-to-end customer lifecycle for Mass Segment clients, focusing on retention, acquisition, and reducing churn. Implement strategies that guide customers through each stage of their journey with personalized experiences.Upsell & Cross-Sell Campaigns: Leverage CRM systems and customer data to create and execute targeted upsell and cross-sell campaigns. Identify key opportunities to increase revenue by promoting additional products and services to existing customers.Churn Management: Proactively identify at-risk customers using CRM data and segmentation techniques. Develop and implement retention strategies, such as targeted outreach, special offers, and personalized interventions, to minimize churn and improve customer satisfaction.Data-Driven Insights: Use CRM data and analytics to drive decision-making. Analyze customer behavior and purchasing patterns to identify upsell and cross-sell opportunities, and develop strategies to reduce churn.Cross-Functional Collaboration: Work closely with marketing, sales, product development, and customer service teams to ensure CRM strategies are integrated across all touchpoints and align with broader business objectives.Campaign Strategy & Execution: Lead and execute marketing and CRM campaigns designed to engage Mass Segment customers, drive upsell and cross-sell opportunities, and reduce churn. Ensure campaigns are personalized, results-driven, and aligned with customer needs.Performance Monitoring & Reporting: Monitor and analyze key performance metrics related to customer retention, lifetime value, churn rates, and revenue growth. Use insights to optimize strategies and refine future campaigns.Qualifications & SkillsExperience: Minimum 5 years of experience in Mass Segment Management, CRM strategy, or customer lifecycle management, ideally in the banking or financial services industry.CRM Expertise: Solid experience with CRM platforms (e.g., Salesforce, Microsoft Dynamics, etc.), including leveraging CRM data for segmentation, personalization, and managing the full customer lifecycle.Analytical Skills: Strong data analysis skills, with the ability to derive insights from customer data to inform strategies for upselling, cross-selling, and reducing churn.Customer Lifecycle Management: Proven experience in managing the customer lifecycle from acquisition to retention, with a focus on upsell, cross-sell, and churn prevention strategies.Leadership: Strong leadership capabilities with a track record of managing cross-functional teams to drive performance and deliver on CRM and business goals.Strategic Thinking: Ability to think long-term and develop strategies to drive customer engagement and growth, while balancing immediate priorities with future goals.Problem-Solving: Excellent problem-solving and conflict resolution skills, with the ability to proactively address churn risks and find creative ways to increase customer loyalty.Communication: Strong communication and interpersonal skills, with the ability to engage stakeholders at all levels, from team members to senior leadership, and influence decisions based on data-driven insights.Customer-Centric Approach: Passion for creating a seamless and positive customer experience, with a strong focus on retention, satisfaction, and long-term loyalty.Ideal Candidate ProfileA proactive, data-driven leader who is passionate about managing the Mass Segment and driving revenue growth through customer lifecycle strategies.Experienced in upsell, cross-sell, and churn management, with a strong understanding of how to leverage CRM tools to optimize customer engagement.Comfortable working in a fast-paced, high-volume environment, managing multiple projects simultaneously.Strong collaborator with the ability to lead and align teams across departments to achieve shared goals.Analytical and results-oriented, always looking for ways to optimize processes and improve outcomes.Benefits: Private Mixed Health Insurance for you and (if applicable) your spouse and childrenCorporate Life InsuranceRemote Work SupportMeal AllowanceBirthday LeaveShuttle Service for Head Office Employees- (Transportation Allowance for Branch Employees)Why Odeabank?Innovative business model focused on investment and technologyOdealist teams shaping not only today but also the futureCorporate discount agreements with O'DealSocial events, clubs, and employee communitiesSpecial occasion celebrationsRecognition and reward mechanisms that regularly highlight achievementsWell-being seminarsIf you want to grow in an Odealist culture, complete your application now and join us on our journey! 💫*The hiring process at Odeabank includes Human Resources Assessment, relevant manager interviews, and competency-based evaluations.The offer process begins for candidates who successfully complete all stages.**Under the Personal Data Protection Law No. 6698, your personal data is processed solely for recruitment purposes during the application process.Detailed information can be found at Odeabank Personal Data Protection Disclosure Text.