Segment Manager

Role Description

Developing the value proposition strategy that differentiates BM from competitors and ensuring the successful implementation of value-driven initiatives. By understanding market trends, customer preferences, and competitive landscapes, contributing to growth in customer base and enhancement of customer engagement and satisfaction & Playing a crucial role in shaping and enhancing our products and services to meet the needs of our customers and ensuring it's in line with the overall BM's strategy and profitability objectives

Core Responsibilities

•Research and analyze market trends, customer insights, and competitive offerings to identify different persona groups. Develop and refine the value proposition based on new trends and continuous market scan

•Collaborate with cross-functional teams to build customer propositions which incorporate our products, services into solutions that can be easily articulated and communicated to our customers across all customer touchpoints

•Work closely with product teams to identify areas for product improvement or new product/ bundles development to generate cross-selling opportunities

•Establish a strong network of external partners to deepen segment value proposition offerings through availing loyalty and rewards programs

•Establish a yearly plan with key milestones and develop roadmap covering segment value proposition enhancements with launching new product and service introductions

•Set a yearly marketing and branding strategy for the different segments in collaboration with marketing teams to execute on digital and on-ground campaigns

•Develop compelling messaging and communication materials that effectively communicate the value proposition to internal stakeholders, front-line staff, and customers. Ensure consistent messaging across all customer touchpoints

•Establish (KPIs) to measure the success and impact of value proposition initiatives. Monitor and report on the performance of value propositions, providing actionable insights for continuous improvement

•Manage the design of end-to-end client journeys by segment to ensure providing best customer experience across all client touch points (branch, digital, call center & IVR) and advocate for seamless end-to-end service delivery

•Participate in the development of subordinates trainings, ensure knowledge transfer and upskilling plan is achieved on a yearly basis