Customer Solutions Development Manager

Customer Solutions Development Manager

The Customer Solutions Development Manager is responsible for defining and executing the Customer Solutions strategy for Retail in FNBM, focusing on strengthening customer relationships, improving customer experience, and sustainable revenue growth across all segments.

The role ensures that customer needs are translated into relevant, competitive, and profitable banking solutions, aligned with the Bank's strategy, risk appetite, and growth objectives.

Key Responsibilities

1. Financial Management and Commercial Performance

• Define and monitor financial targets for all Retail segments.

• Drive revenue growth through customer-centric solutions and cross-selling strategies.

• Conduct profitability analysis by segment, product, and customer.

• Develop and implement competitive pricing strategies aligned with the market.

• Identify, assess, and mitigate financial risks associated with customer solutions.

• Define and track financial and operational KPIs.

• Work closely with the Finance area to ensure accuracy in reporting and forecasting.

2. Customer and Customer Experience

• Develop and maintain strong relationships with key customers.

• Lead segmentation strategies (Mass Market, Middle Market, Premium, etc.).

• Identify specific customer needs and translate them into appropriate solutions.

• Ensure service excellence and consistency across all touchpoints.

• Act as escalation point for resolving complex issues.

• Implement engagement initiatives (financial education, campaigns, events).

• Promote cross-selling and increase product penetration.

• Monitor and improve customer satisfaction indicators.

3. Customer Value Proposition (CVP)

• Define clear and differentiated value propositions per segment.

• Ensure alignment with the Bank's global strategy.

• Conduct market analysis and competitive benchmarking.

• Work with Product, Marketing, and Digital teams to implement proposals.

• Develop effective communication strategies for customers.

• Monitor and adjust the CVP based on data and customer feedback.

4. Governance, Risk and Compliance

• Ensure compliance with internal and external regulations.

• Implement robust policies and procedures.

• Promote a strong risk and compliance culture.

• Ensure good audit results and timely resolution of findings.

5. People and Leadership

• Lead, develop, and motivate the Customer Solutions team.

• Implement training programs focused on customer and product.

• Develop succession and retention plans.

• Lead critical recruitment processes.

• Promote a culture of high performance and collaboration.

Requirements

• Bachelor's degree in Management, Finance, Economics, or related fields.

• 5 to 8 years of experience in the financial sector (preferably Retail).

• 2 to 3 years in a leadership role.

Key Skills

• Strong knowledge of retail banking and value propositions

• Business vision and results orientation

• Segment management and customer lifecycle

• Knowledge of banking products

• Analytical skills (financial and non-financial)

• Excellent communication and presentation skills

• Negotiation and influence skills

• Customer focus and experience

HOW TO APPLY

To apply, access the link:

Responsible for Customer Solutions Development