Senior Manager – Customer Relationship Management

About the role

The Senior Manager – Customer Relationship Management will lead the development and execution of business plans for QNB First domestic branches, ensuring alignment with the group’s strategic agenda and market dynamics.

Key responsibilities

• Oversee implementation of the agreed strategic agenda across all QNB First branches.
• Determine required resources, channels, products and market segments to maximise targets.
• Implement and monitor KPI frameworks and best practices.
• Promote cost‑consciousness, efficiency and productivity while minimising waste.
• Analyse external and internal economic, political, social, competitive and regulatory factors and integrate insights into business planning.
• Engage branch managers in dialogue to respond swiftly to market changes.
• Delegate authority within delegated limits and monitor its exercise.

Required profile

• Proven senior‑level experience in banking or financial services.
• Deep understanding of macro‑economic, political and regulatory environments affecting the banking sector.
• Demonstrated ability to translate market insights into actionable business plans.
• Strong leadership, decision‑making and stakeholder‑management capabilities.
• Track record of achieving financial and non‑financial targets in a multi‑branch organization.

Required skills

• Financial performance analysis.
• KPI design, implementation and monitoring.
• Strategic planning and execution.
• Cost‑control and efficiency optimisation.
• Stakeholder and change management.