Head of Iwm Marketing and Customer Experience

6 days ago

Singapore MAYBANK SINGAPORE LIMITED Full time

**Job Purpose
**What the job should do?**
- Regional scope to develop and oversee execution of the marketing plan covering IWM brand, traditional and digital marketing as well as leading initiatives to create a delightful customer experience.
- Key areas to be covered under this role:
a. Regional scope to develop and oversee execution of the marketing plan

b. Covering IWM brand

c. Traditional campaign marketing

d. Digital ‘always-on’ marketing

e. Leading initiatives to create a delightful customer experience

f. Forging and managing partnerships to leverage third-party offerings

**To whom or what it should be done**
- The role would be reporting to the Head of Group Islamic Wealth Management

**How it supports the business**
- IWM targets achieved
- Speed to market
- Increase in awareness and recall of IWM

NPS score for IWM customer journeys
- Marketing strategy

Develop and implement a comprehensive regional marketing strategy aligned with organizational goals and aimed at promoting Islamic wealth management products and services
- Brand management

Oversee and maintain the organisation’s brand image, ensuring consistency and alignment with Islamic Finance principles
- Customer acquisition and retention strategies

Develop and implement strategies to enhance the customer loyalty and retention, focusing on delivering excellent customer experiences.
- Event management

Plan and execute events, conferences, and other marketing initiatives to enhance brand visibility and engage with clients.
- Customer experience

Measure CX through NPS and other relevant means. Design and enhance customer journeys in partnership with key stakeholders in order to reduce friction and increase customer delight.

**Job Requirement**
- Degree in marketing, MBA with focus in marketing and customer experience; knowledge in Islamic Wealth management would be advantageous but not essential
- 10-20 years experience in marketing including exposure to wealth management
- Chartered Institute of Marketing certifications would be advantageous
- Marketing experience in wealth management
- Islamic banking experience advantageous but not essential
- Strategic vision
- Leadership skills
- Understanding of wealth management products
- Strong presentation and communication skills
- Passion for customer experience
- International experience would be a plus
- Ability to lead a decentralized team

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