Senior Manager Customer Relationship Management

About the role

The Senior Manager Customer Relationship Management will lead the development and implementation of business plans for QNB First domestic branches, ensuring alignment with the bank’s strategic agenda and driving growth across market segments.

Key responsibilities

• Oversee the development and execution of business plans for Group Domestic QNB First branches.
• Analyze external and internal market factors and integrate them into business planning.
• Support the implementation of KPIs and best practices across the branch network.
• Promote cost efficiency, productivity, and effective resource utilization.
• Exercise delegated authority responsibly and monitor its implementation.
• Create frameworks and systems that enable teams to deliver on commitments.
• Foster a customer‑centric culture and ensure high service standards.
• Maintain service level agreements (SLAs) with internal stakeholders.
• Build strong relationships with internal departments and external partners.
• Provide timely and accurate information to auditors, compliance, risk, and control functions.
• Assist in developing and implementing the Domestic Retail Branches strategy.
• Ensure branch business plans are delivered within approved budgets and timelines.
• Drive market share growth and sustainable profitability across the branch network.
• Lead the annual budgeting process and monitor branch performance against targets.
• Develop revenue, volume, and profit targets for the branch network.

Required profile

• Clear understanding of the bank’s financial and non‑financial performance drivers.
• Strong analytical skills to translate market insights into actionable business plans.
• Experience managing large retail branch networks and delivering results.
• Proven leadership and stakeholder‑management capabilities.
• Ability to work under delegated authority and achieve financial objectives.

Required skills