Senior Manager – SME Cards Portfolio Growth, Customer Lifecycle & Engagement
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Key skills for this role
About the Role
PayTech Group is seeking a Senior Manager to drive the performance and profitability of the SME Cards portfolio. The role involves owning the end-to-end customer lifecycle strategy, designing data-driven campaigns, and collaborating with multiple teams.
Key Skills for This Role
Responsibilities
- Develop and execute the SME Cards portfolio growth strategy aligned with the bank's SME and Cards business objectives
- Define annual and quarterly growth targets covering spend, activation, engagement, loyalty, enrolment, retention, and profitability
- Identify portfolio growth opportunities through data analysis, customer segmentation, and market intelligence
- Own the end to end SME Cards customer lifecycle framework, covering activation, spend, engagement, retention, and cross sell
- Develop customer journey strategies based on behavioural, transactional, and portfolio insights
- Create trigger based campaigns to increase engagement and improve customer experience
- Design and implement retention programs to minimize customer attrition and increase cardholder activity
- Develop next best action frameworks to improve customer engagement and wallet share
- Develop and execute initiatives to increase card spend across domestic, e commerce, and international transactions
- Drive spends activation programs targeting newly activated cardholders
- Design targeted offers, promotions, and merchant funded campaigns to stimulate portfolio growth
- Utilize SQL and analytical tools to perform customer segmentation, campaign targeting, portfolio performance analysis, and reporting
Requirements
- Bachelor's Degree in Business, Finance, Marketing, Economics, Statistics, Data Analytics, or a related field
- Minimum 10+ years of banking experience
- Proven experience managing spend stimulation, activation, retention, reactivation, and customer engagement programs
- Demonstrated experience developing and executing cross sell and upsell strategies within banking environments
- Strong understanding of card economics, customer profitability, loyalty ecosystems, and customer journey management
- Experience working with CRM platforms and campaign management tools
- GCC banking experience; KSA banking experience strongly preferred
- Strong proficiency in SQL for customer segmentation, campaign targeting, portfolio analysis, and performance reporting
- Excellent analytical and problem solving capabilities, including advanced Microsoft Excel skills
- Excellent communication skills in English (written, verbal, and presentation); Arabic preferred
Full Job Posting
Job Title & Purpose
- Senior Manager – SME Cards Portfolio Growth, Customer Lifecycle & Engagement
- Employment type: Contract (On site)
- Contract length: 12 months
- Location: Riyadh/ Jeddah, KSA
- The Senior Manager will be responsible for driving the performance and profitability of the SME Cards portfolio following card issuance and activation.
- The role will own the end to end customer lifecycle strategy, focusing on increasing card activation, spend, engagement, enrolment, loyalty participation, customer retention, and portfolio profitability.
- The individual will design and execute data driven portfolio campaigns, customer engagement initiatives, spend stimulation programs, and cross sell strategies to maximize customer lifetime value and wallet share.
Core Responsibilities and Accountabilities
- Develop and execute the SME Cards portfolio growth strategy aligned with the bank's SME and Cards business objectives.
- Define annual and quarterly growth targets covering spend, activation, engagement, loyalty, enrolment, retention, and profitability.
- Identify portfolio growth opportunities through data analysis, customer segmentation, and market intelligence.
- Own the end to end SME Cards customer lifecycle framework, covering activation, spend, engagement, retention, and cross sell.
- Develop customer journey strategies based on behavioural, transactional, and portfolio insights.
- Create trigger based campaigns to increase engagement and improve customer experience.
- Design and implement retention programs to minimize customer attrition and increase cardholder activity.
- Develop next best action frameworks to improve customer engagement and wallet share.
- Develop and execute initiatives to increase card spend across domestic, e commerce, and international transactions.
- Drive spends activation programs targeting newly activated cardholders.
- Design targeted offers, promotions, and merchant funded campaigns to stimulate portfolio growth.
- Utilize SQL and analytical tools to perform customer segmentation, campaign targeting, portfolio performance analysis, and reporting.
Knowledge and Experience
- Bachelor's Degree in Business, Finance, Marketing, Economics, Statistics, Data Analytics, or a related field. MBA or relevant postgraduate qualification preferred.
- Minimum 10+ years of banking experience.
- Proven experience managing spend stimulation, activation, retention, reactivation, and customer engagement programs.
- Demonstrated experience developing and executing cross sell and upsell strategies within banking environments.
- Strong understanding of card economics, customer profitability, loyalty ecosystems, and customer journey management.
- Experience working with CRM platforms and campaign management tools.
- GCC banking experience. KSA banking experience is strongly preferred.
- Strong proficiency in SQL for customer segmentation, campaign targeting, portfolio analysis, and performance reporting.
- Excellent analytical and problem solving capabilities. Including advanced Microsoft Excel skills.
- Experience with Power BI, Tableau, SAS, CRM platforms, or similar analytics tools is preferred.
- Strong understanding of customer data models and portfolio reporting frameworks.
Mandatory Skills
- Previous experience within Banking, Digital Payment & Card solutions, or the FinTech industry.
- Regional experience, including working in a faced paced matrix organisation.
- Excellent communication skills in English (written, verbal, and presentation); Arabic preferred.
Preferred Skills
- The ability to troubleshoot payment issues, optimize processes, and make data driven decisions.
- Good understanding of payment systems, digital platforms, system workflows, security basics, and industry technologies.
- An understanding of regional regulations across financial services or payment networks.
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