Head of Digital Channel Management will formulate & execute the strategic growth initiatives of both Digital Banking and KBZPay to enhance customer engagement, loyalty, and satisfaction

• Strategic Initiative Development: Formulate and execute overall strategies to boost customer onboarding, engagement, retention, loyalty, and lifetime value in Digital Banking & KBZPay, focusing on financial growth and feature adoption.
• Customer Insights & Analytics: Conduct comprehensive analyses of customer profiles, behaviors, and segmentation by demographics, leveraging insights to personalize and optimize the digital experience & channel features.
• Customer Lifecycle Management: Manage the full customer lifecycle with strategies for cross-selling, up-selling, retention, reactivation of inactive accounts, and increased engagement.
• Campaign Management: Design and implement targeted customer segment campaigns and new channel features to meet revenue goals. Collaborate with cross-functional teams to drive end-to-end campaign processes.
• Campaign Performance Monitoring: Track, measure, and analyze daily campaign performance. Continuously optimize campaigns through innovative ideas to maximize reach, effectiveness, and ROI.
• Customer Research & Feedback: Conduct surveys and analyze customer feedback to generate actionable insights for refining engagement strategies and planning future actions.
• Competitor & Market Analysis: Conduct competitive analysis and stay updated on industry trends to shape strategy, keep offerings competitive, and identify new opportunities.
• Management Reporting & Analytics: Prepare and present regular management review reports (daily, weekly, monthly) with insights into campaign performance, customer value & engagement metrics.
• Business Requirement Documentation: Develop Business Requirement Documents (BRDs) for new campaigns, new channel features, existing features enhancements, and customer journey improvements to ensure a seamless and engaging customer experience.
• Channel Administration: Work closely with internal stakeholders, including Marketing, Product Management, Technology, Finance, Legal, Risk, and external vendors to align goals and ensure smooth operations.
• Training & Documentation: Develop and update documentation such as SOPs, FAQs, user guides, terms and conditions, service level agreements (SLAs), and training & empowering team members

Job Requirement

• Bachelor's Degree in Business Administration, Data Analytics, Engineering, Marketing, or related field
• 8+ years experience Fintech, Telecom, or Banking industry
• Strong analytical & problem-solving skills (comfortable with numbers & extract insights from data)
• Strong Excel skill & experience in using other analytical tools
• Excellent communication skills & strong multiple stakeholders management
• Good presentation & documentation skills
• Independent, detail-oriented, organized, and ability to handle multiple projects & tasks
• Management in Telecom or Fintech industry
• Proficient in relevant computer application
• Knowledge of banking, finance and project management
• Being able to stay OT when it is required
• Basic communication skill & English
• More preferable keep in touch with banking solutions

WHO WE ARE
Since 2017, KBZ Bank has undergone a significant transformation to become Myanmar's leading digital and mobile-first bank. Our initiatives have included restructuring leadership, enhancing risk management, and improving transparency. Notably, we launched KBZPay in 2018, a mobile wallet now serving over 10 million users, greatly expanding financial inclusion. Recognized for our governance and inclusion efforts, we continue to drive growth and accessibility in Myanmar's banking sector.

WHAT'S IN IT FOR YOU:
Rapid growth opportunities with a steep learning curve.
A dynamic and challenging work environment in the banking sector.
Commitment to your personal and professional development.
A diverse and international team fostering inclusion.
Engaging in company and team events.
Immediate responsibility and impact in a fast-evolving global bank.
Comprehensive benefits include health insurance and ongoing learning and development opportunities.