Senior Manager Customer Engagement (Mashreq Bank Pakistan Limited)

Job Purpose:

The Customer Engagement Manager is responsible for designing, executing, and optimizing customer engagement campaigns across multiple channels. This role requires strong collaboration with cross-functional teams including Marketing, Analytics, Compliance, and Technology to deliver personalized, data-driven and compliant campaign strategies that enhance engagement, drive business outcomes.

Key Result Areas:

1. Campaign Strategy & Execution

Plan and execute omni-channel engagement campaigns aligned with individual banking strategy, with clear objectives, focusing on lifecycle engagement, personalization for Existing-to-Bank customers, with clear converting CTAs. Performance indicators:

• Number of campaigns launched on time vs. planned.

• Customer engagement rate (click-through, open rates).

• ETB customer activation and retention rates.

2. Performance Analytics & Optimization

Monitor campaign KPIs, analyze performance and implement data-driven improvements through A/B testing and insights. Performance indicators:

• Conversion rate (sign-ups, product activations).

• % improvement in engagement metrics pre-post optimization.

• Number of actionable insights implemented.

3. Collaboration & Governance

Partner with cross-functional teams for campaign design, manage budgets, and ensure compliance with regulatory and data privacy standards. Performance indicators:

• Budget adherence (% variance from plan).

• Compliance breaches (target: zero).

• Number of cross-functional campaigns successfully planned & executed.

Knowledge, Skills & Experience:

• Bachelor's degree in business, finance, marketing, or a related field. An MBA or other relevant postgraduate degree is preferred.

• Minimum 5 years of portfolio campaigns management experience.

• Excellent influencing, communication and interpersonal skills, with the ability to work. collaboratively with external partners and cross-functional teams.

• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.

• In-depth knowledge of digital banking trends, technologies, and customer behaviors.

• Knowledge of regulatory requirements and industry best practices.

Ability to work in a fast-paced, dynamic environment with high flexibility and adaptability.