Manager - Digital Engagement


Company Type

CBOL and Website:

  • Delivery of cross product initiatives and large scale digital projects/programs, managing multiple projects concurrently end to end, ensuring delivery to timelines
  • Drive continuous improvement opportunities to improve effectiveness and efficiency across channels
  • Identify customer experience improvements across the channels and engage with the customer experience team to maintain competitor and benchmarking analysis
  • Maintain the Product Heat Map of Features/Functions and Road Map to implement enhancements and new features/functions aligned to the overall priorities of the bank
  • Monitor all channel performance metrics on a regular basis and work with the relevant teams then KPI’s are not being met and identify opportunities for improvements
  • Ensure compliance with policies and manage audit reviews of the respective channels

Usage and eDM:

  • Drive all usage metrics for Citibank e-channels (CBOL and SOE)
  • Identify opportunities for channel migration and target them through effective migration campaigns
  • Ensuring acquisition, usage targets are met by consistently performing tests on emails and incorporating learnings
  • Owning the email Channel with respect to eDMs design and tracking results
  • Driving SOE penetration across businesses to achieve year end targets and cost saves

  • MBA from premier B school

Work Experience:

  • 10+ years in related area of digital business
  • Ability to work across complex businesses, legal vehicles and matrix management structures
  • Demonstrated success in managing large, complex organizations
  • Superior influence and negotiation skills
  • Able to articulate business rationale and reasons to effect change
  • Ability to prioritize and organize as well as lead, plan and manage change
  • Analytical thinker that is able to re-engineer business management processes
  • Ability to make trade-off decisions in a financially/resource constrained environment
  • Demonstrated capability to develop and maintain effective work relationship with various stakeholders
  • Excellent communication, presentation and interpersonal skills and ability to surface and deal with conflict productively
  • Experience in building organizations, and proven ability to drive business results
  • Ability to work in a multi-market operation, interacting with key stakeholders across regions
  • Unique customer focus. Strong track record of achievement in applying a customer mindset to shape solutions and approaches and to realize marketplace potential/achieve financial goals

APAC-IND-TN-Chennai Product Management Full-time Master's Degree Day Job Regular No Club House Road, Chennai

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Confirmed 21 hours ago. Posted 25 days ago.

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