Head of Premier Client Experience

Head of Premier Client Experience

The Head of Premier Client Experience is a strategic leadership role focused on defining and delivering a superior, personalized service standard for the high-value premier segment. You will act as the primary liaison for elite customers, ensuring their complex financial needs are met with exceptional care and responsiveness. This position requires a data-driven approach, utilizing CRM analytics to drive acquisition, retention, and portfolio growth. You will collaborate with Marketing and Digital teams to craft bespoke engagement programs and loyalty events, managing the customer journey across all touchpoints to foster long-term relationships and maintain the bank’s position as a leader in premium service excellence.

Key Responsibilities

• Lead and manage the Premier Client segment to deliver superior and personalized service.

• Act as the primary relationship liaison for premier customers for all financial needs.

• Drive acquisition and retention strategies for high-value customers through targeted engagement.

• Collaborate with Product, Marketing, and Digital teams to enhance the customer journey.

• Develop and execute exclusive engagement programs and bespoke loyalty events.

• Utilize CRM insights and analytics to identify portfolio growth opportunities.

• Monitor satisfaction metrics to drive continuous service improvement initiatives.

• Manage the customer experience budget to optimize ROI on campaigns and events.

Profile

• Bachelor’s Degree in Marketing, Business Administration, or a related field.

• Minimum of 6 years’ experience in customer experience, relationship banking, or wealth management.

• At least 2 years of experience in a leadership capacity.

• Proven track record in executing customer engagement initiatives and managing budgets.

• Strong understanding of digital customer experience tools, CRM platforms, and analytics.

• Excellent communication, relationship-building, and problem-solving skills.

• Capability to manage the full spectrum of the premier client journey independently.

Job Overview

More Jobs