Stream Lead- Retail Segment & Growth

JOB TITLE: Stream Lead - Retail Segment & Growth

TERM: 12 months 

CLIENT LOCATION: Baku, Azerbaijan

RELEVANT EXPERIENCE: Retail banking, CRM, or campaign management

MANDATORY REQUIREMENTS**: 

• Minimum 5+ years of experience in retail banking, CRM, or campaign management within banking, telecom, or retail industries. 
• Fluency in Azerbaijani, Turkish, or Russian
• Preferably based in Azerbaijan

PURPOSE OF JOB

The primary objective of this role is to lead the retail segment strategy and drive growth initiatives. This includes end-to-end ownership of customer segmentation, campaign management (activation, retention, cross-sell, upsell), and retail product development. The role focuses on enhancing customer engagement and maximizing profitability by leveraging data, analytics, and targeted marketing activities. This is a 12-month full-time onsite engagement in Baku, Azerbaijan, aimed at delivering tangible improvements in customer acquisition, retention, and lifetime value within the mass retail banking segment.

TASKS

Core Responsibilities and Accountabilities

• Segment Strategy & Growth Ownership: Lead and execute the retail segment strategy with a focus on sustainable growth, customer retention, and profitability.
• Campaign Management: Design and oversee multi-channel campaigns to improve activation rates, boost retention, and drive cross-sell/upsell opportunities.
• Customer Journey Optimization: Analyze customer journeys, identify friction points, and propose solutions to enhance engagement and reduce churn.
• Data-Driven Decision Making: Utilize behavioral analytics and customer insights to shape business strategies and measure campaign effectiveness.
• Retail Product Development: Contribute to product development initiatives tailored to retail segment needs, collaborating closely with product and marketing teams.
• Stakeholder Collaboration: Coordinate across product, marketing, analytics, and digital teams to ensure cohesive delivery of initiatives.
• Performance Reporting: Track and report on key performance metrics related to growth, churn reduction, and customer profitability.

Key Performance Indicators (KPIs)

• Customer Activation: Increased activation rates within the retail segment.
• Retention & Churn: Improved customer retention and reduced churn rates.
• Cross-Sell/Upsell Success: Growth in product per customer metrics and overall sales volumes.
• Segment Profitability: Enhanced profitability per customer through targeted initiatives.
• Campaign Effectiveness: Data-driven measurement and reporting on campaign performance against set targets.

Knowledge and Experience

• Minimum 5+ years of experience in retail banking, CRM, or campaign management within banking, telecom, or retail industries.
• Strong understanding of customer lifecycle management, customer segmentation, and product marketing strategies.
• Proven experience in developing and executing campaigns focusing on activation, retention, and cross- sell/upsell.
• Proficiency in leveraging data analytics and customer insights for business impact.
• Excellent stakeholder management and communication skills.
• Experience working in cross-functional teams with product, marketing, and analytics units.