As the Head of Customer Management Dept, you will lead and oversee all aspects of digital marketing strategy, including customer segmentation, market research, communications, digital campaigns, and social media management. This role is pivotal in driving FE Credit’s brand presence, customer engagement, and business growth in a competitive consumer finance market. You will lead a team of marketing professionals, work closely with cross-functional stakeholders, and ensure the alignment of marketing initiatives with the company’s business objectives.

DIVISION

Digital Banking Service Division

REPORT DIRECT TO

Digital Banking Service Division Director

COMMUNICATION

Internal (within VPB FC): All Department - Close collaboration and engagement with all key stakeholders

External (outside VPB FC): Vendor - Ensure best quality work being delivered.

KEY RESPONSIBILITIES

Customer Segmentation and Insights
Develop advanced customer segmentation models based on behavioural, demographic, and psychographic data.
Use data-driven insights to create targeted marketing strategies and personalized customer journeys.
Collaborate with data science teams to leverage predictive analytics for better customer targeting and engagement.
Market Research and Competitive Analysis
Conduct in-depth market research to understand customer needs, preferences, and industry trends.
Monitor competitors’ strategies and identify opportunities to differentiate FE Credit’s offerings.
Translate research findings into actionable marketing strategies to improve customer acquisition and retention.
Digital Marketing Strategy and Execution
Develop and implement a comprehensive digital marketing strategy to achieve customer acquisition, retention, and engagement goals.
Manage digital campaigns across channels such as paid search, display advertising, SEO, email, and mobile marketing.
Leverage performance analytics to optimize digital marketing spend and maximize ROI.
Partner with product teams to create and promote financial products that meet customer needs.
Communication and Brand Management
Oversee all customer communication initiatives, ensuring consistent messaging across channels.
Strengthen the brand’s digital presence by developing compelling content strategies for blogs, email newsletters, and digital ads.
Ensure alignment between marketing communications and the company’s overall mission and values.
Social Media Strategy and Management
Lead the development and execution of social media strategies to build brand awareness and foster customer engagement.
Monitor social media trends and implement innovative approaches to enhance customer interactions.
Manage reputation and handle customer feedback on social media platforms to maintain a positive brand image.
Team Leadership and Collaboration
Lead, mentor, and develop a high-performing digital marketing team.
Foster collaboration between marketing, product, technology, and sales teams to ensure alignment with business goals.
Work closely with external agencies, vendors, and partners to execute campaigns and projects effectively.

EDUCATION

Bachelor’s or Master’s degree in Marketing, Business Administration, Communications, or a related field.

EXPERIENCES

8+ years of experience in digital marketing, with at least 3 years in a leadership role.
Proven experience in customer segmentation, market research, and campaign management, preferably in the financial services or consumer finance sector.
Demonstrated success in managing multi-channel digital marketing strategies and delivering measurable results.

SKILL 

Technical Skills:
Strong knowledge of digital marketing tools and platforms, including Google Ads, Facebook Ads Manager, and marketing automation tools.
Proficiency in analytics tools (e.g., Google Analytics, Tableau) to measure and optimize performance.
Experience with CRM systems and customer data platforms (CDPs) for segmentation and personalization.

Soft Skills:
Strategic thinker with excellent analytical and problem-solving skills.
Strong leadership and team management abilities.
Excellent communication and presentation skills.
Creative mindset with a focus on customer-centric marketing.