Senior Manager Customer Engagement

About the role

The Senior Manager Customer Engagement leads the design, execution and optimisation of multi‑channel engagement campaigns for existing bank customers. The role works closely with Marketing, Analytics, Compliance and Technology to deliver data‑driven, personalised and compliant communications that drive deposits, usage and cross‑sell.

Key responsibilities

• Plan, execute and monitor end‑to‑end customer engagement campaigns across email, SMS, app notifications and in‑app banners.
• Use behavioural and transactional data to trigger lifecycle‑based communications for onboarding, activation, retention and cross‑sell.
• Track performance metrics such as sign‑ups, engagement rates, conversions and ROI; generate insights and recommendations.
• Conduct A/B testing and pilot innovative approaches to improve campaign effectiveness.
• Manage campaign budgets, monitor profitability and ensure alignment with overall deposit product strategy.
• Analyse market trends and competitor communications to inform strategy for existing‑to‑bank customers.
• Ensure all campaign content complies with regulatory guidelines, data‑privacy and internal policies.

Required profile

• Strong collaboration skills with cross‑functional teams including Marketing, Analytics, Compliance and Product owners.
• Experience managing campaign budgets and delivering measurable business outcomes.
• Ability to interpret data, generate actionable insights and optimise performance.

Required skills

• A/B testing and performance analytics.
• Campaign budget planning and monitoring.
• Regulatory and risk compliance for marketing communications.