Director Customer Relationship Management

Role Overview

The Director of Customer Relationship Management at SNB CFE-CGC BANQUE PALATINE is responsible for shaping and executing the comprehensive CRM strategy aimed at enhancing customer engagement, retention, and growth. This full-time remote role involves overseeing the creation and refinement of customer journeys to ensure unified and personalized experiences across multiple channels. The role requires close collaboration with sales, marketing, and operations teams to drive successful CRM initiatives.

Key Responsibilities

• Lead the CRM projects and initiatives and monitor performance dashboards to gauge effectiveness.
• Analyze customer insights to develop actionable campaigns and improve service offerings.
• Track key metrics, segment performance, and campaign results on a daily basis.
• Manage and mentor the CRM team while coordinating with stakeholders to upgrade tools, processes, and data integrity.
• Align all CRM activities with overall business objectives, ensuring compliance with applicable regulations.
• Prepare comprehensive reports and strategic recommendations for senior leadership.

Required Qualifications

• Strong analytical abilities with expertise in using analytics tools to interpret customer data and evaluate CRM outcomes.
• Experience in market segmentation to effectively define and target customer groups with tailored communication.
• Collaboration experience with sales teams to enhance lead management and promote cross-sell/up-sell efforts.
• Proven skills in project management to oversee CRM system upgrades and cross-department initiatives.
• Familiarity with CRM platforms and customer data management, ideally within banking or financial services.
• Excellent communication, stakeholder engagement, and leadership qualities, capable of managing remote teams.
• Bachelor’s or master’s degree in business, marketing, data analytics, or a related discipline, or equivalent extensive experience.
• A history of driving improvements in customer satisfaction, loyalty, and customer lifetime value through CRM strategies.