Director of Customer Relationship Management

Amun is seeking a Director of Customer Relationship Management to enhance customer satisfaction and loyalty through strategic CRM initiatives. The role involves leading the CRM team, analyzing customer data, and collaborating with various departments to drive customer value and maintain key client relationships.

Responsibilities:

• Formulate and execute the company's overall Customer Relationship Management (CRM) strategy to enhance customer satisfaction, loyalty, and Customer Lifetime Value (CLV)
• Lead the CRM team, optimize customer service processes, and ensure the delivery of efficient and professional customer experiences
• Analyze customer data and market trends to identify key customer needs and potential business opportunities, proposing strategic solutions accordingly
• Collaborate closely with Sales, Investment, Risk Management, Product, and Marketing departments to drive cross-functional synergy and maximize customer value
• Establish and maintain relationships with key clients; handle high-level customer complaints and complex issues to ensure long-term client partnerships
• Monitor KPIs related to customer service and relationship management; develop improvement plans and drive their implementation
• Contribute to the formulation of customer management policies, procedures, and compliance standards, ensuring adherence to financial regulatory requirements

Requirements:

• Bachelor's degree or higher in Finance, Economics, Management, or a related field
• 20+ years of professional experience within the financial industry, including at least 15 years specifically in Customer Relationship Management or Customer Service Management
• In-depth knowledge of financial products and services—such as banking, investment, insurance, or asset management—coupled with extensive experience in customer management
• Exceptional communication, negotiation, and team leadership skills, with the ability to motivate the team to achieve performance targets
• Proficiency in CRM systems, data analytics tools, and office productivity software
• Possess strategic thinking and project management capabilities, with the ability to formulate and execute CRM strategies within complex environments
• Demonstrate high standards of professional ethics, a strong sense of responsibility, and the ability to perform effectively under pressure
• Master's degree
• Prior experience in customer data analysis