Job Description 

Team Lead 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

• 5+ 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
• 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
• Management in Telecom or Fintech industry