ABOUT THE ROLE
We are looking for a Customer Solutions Manager to lead end-to-end customer-centric initiatives for Commercial and SME Banking. This role is responsible for shaping digital journeys, advanced analytics, segmentation models, and business development projects that enhance customer experience, commercial efficiency, and sustainable growth. The position oversees multidisciplinary teams across Digital Marketing & Campaign Management, Advanced Analytics & AI, and Business Development & Project Management, acting as a strategic bridge between business, digital channels, analytics, and field teams.
KEY RESPONSIBILITIES
1. Digital Marketing, Channels & Campaign Management
- Lead digital initiatives for CEPTETEB İŞTE, translating customer needs into actionable insights and coordinating closely with sales and field teams.
- Oversee funnel analyses and identify data-driven improvement opportunities across digital and physical channels.
- Manage marketing communications, campaign planning, target segmentation, and omnichannel execution.
- Design and continuously improve customer journeys, tracking both internal and external NPS metrics.
2. Artificial Intelligence, Advanced Analytics & Segmentation
- Define analytical and propensity model requirements and ensure successful deployment into production.
- Establish business rule sets to analyze behavioral and financial customer potential.
- Manage integration of external data sources to enrich customer insights.
- Own segmentation frameworks, including periodic revisions, and lead differentiated service model design aligned with customer segments.
3. Business Development & Project Management
- Analyze business processes regularly to identify improvement areas and increase operational efficiency.
- Set project priorities and ensure end-to-end coordination, execution, and on-time delivery.
- Drive cross-functional collaboration between business, IT, analytics, and channel teams…
QUALIFICATIONS & EXPERIENCE
- Bachelor’s degree in Engineering, Economics, Business Administration, Mathematics, Statistics, or other quantitative disciplines.
- Prior experience in at least the first two domains (Digital Marketing & Customer Experience and Advanced Analytics & Segmentation) is considered especially valuable.
- Proven experience in one or more of the followingareas:
- Digital marketing, campaign management, customer journeydesign
- Advanced analytics, AI-based modeling, segmentation
- Business process improvement, project management
- Banking or insurance experience is a strong asset, though not a mandatory requirement.
- Demonstrated ability to manage cross-functional teams and complex stakeholder environments.
- Strong analytical mindset combined with a customer-centric and results-oriented approach.
- Excellent communication, prioritization, and leadership skills.
