Manager – Premier Client Experience

Key Responsibilities

• Lead and manage the Premier Client segment, ensuring every interaction delivers superior and personalized service
• Act as the primary relationship liaison for premier customers, addressing their financial needs with a high degree of responsiveness and care
• Drive acquisition and retention strategies for high-value customers through targeted engagement and referrals
• Collaborate with internal teams — including Product, Marketing, and Digital — to enhance the premier customer journey across all channels
• Develop and execute exclusive engagement programs, loyalty events and bespoke experience offerings for premier clients
• Utilize CRM insights and analytics to identify opportunities for portfolio growth and value enhancement
• Monitor satisfaction and feedback metrics to drive continuous service improvement initiatives
• Manage the customer experience budget effectively to optimize ROI on campaigns, events and experience enhancement initiatives

Profile

• Bachelor’s Degree in Marketing, Business Administration or related field
• Masters or a professional qualification in marketing (e.g., CIM, SLIM) is very advantageous
• Minimum of 6 years’ experience in customer experience management, relationship banking or wealth management with at least 2 years 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
• Self-driven, strategic and capable of managing the full spectrum of the premier client journey independently

Shape the future of premier client services through innovation, excellence and meaningful customer relationships; be a part of this transformative journey.