Cards Portfolio Manager 

Application ends: septembre 3, 2024

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Job Description

Responsabilités :

  • Develop and implement strategies for managing the lifecycle of cardholders, from acquisition to retention.
  • Design, implement and manage customer experience processes and initiatives to ensure customer satisfaction and loyalty.
  • Work closely with internal teams (i.e. Marketing, Sales, Products etc.) to develop cardholder acquisition strategies and campaigns.
  • Track and analyze customer behavior and feedback to identify trends and insights that can inform strategy adjustments.
  • Monitor and respond to customer complaints and queries, ensuring high levels of customer satisfaction.
  • Collaborate with the Product Development team to improve card features and processes based on customer feedback and market trends.
  • Conduct regular reviews of cardholder lifecycle processes and customer interactions to identify areas for improvement.
  • Provide leadership and guidance to the customer service team (branches, telesales, RMs etc.) to ensure a consistent and high-quality customer experience.

Candidate requirements :

  • Bachelor’s degree in Business, Marketing, or related field.
  • Proven experience in customer experience, customer service, or similar role.
  • Experience in cardholder lifecycle management or financial services is strongly preferred.
  • Strong analytical and problem-solving skills.
  • Excellent leadership and team management abilities.
  • Exceptional communication and interpersonal skills.
  • Ability to handle multiple tasks and projects simultaneously.