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Customer Strategy Specialist

2 meses atrás

Lisboa, Portugal Santander Tempo inteiro

Customer Strategy Specialist - Lisboa

Country: Portugal

**WHAT YOU WILL BE DOING**

Definir e implementar uma visão estratégica de Cliente e da gestão do seu cíclo de vida e relação no banco, explorando novas formas de segmentação que permitam uma abordagem mais orientada ao seu perfil e necessidades, sempre alinhada com os objetivos globais do banco, garantindo uma visão holística do Cliente, omnical e ominiproduto e suportada em modelos de analítica avançada.

**Responsabilidades**
- Definir estratégias direcionadas a segmentos específicos, garantindo total articulação com as áreas de Produtos, Canais e Experiência de Cliente;
- Definir e desenhar as jornadas de Ciclo de Relação com o Banco (Prospect / Captação; Up Sell / X Sell; Engagement; Fidelização / Churn);
- Identificar, através de segmentação não tradicional (demográfica, comportamental, psíquica, lifestyle), novos clusters de Clientes, gerindo os seus eventos, de acordo com as suas necessidades, através dos canais preferenciais e seguindo um modelo de atendimento adaptado.
- Trabalhar em estreita colaboração com as áreas de Produtos, Canais e Experiência de Cliente garantindo a correta orquestração de todos os eventos definidos e maximizando o valor e experiência do Cliente.

**Competências Funcionais**
- Autonomia e sentido crítico
- Liderança e capacidade de influência
- Forte capacidade de comunicação
- Drive analítico e visão de cliente
- Criatividade e Inovação
- Trabalho em equipa

**Competências Técnicas e Profissionais**
- Utilizador avançado do MS Office
- Experiência em Gestão de Portfolio, Ciclo de Vida e Experiência de Cliente (será bastante valorizado)

**Formação Academica Preferencial**
- Economia/Gestão/Marketing ou similares
- No Santander cada um de nós é “Risk Pro”. Isto significa ter a responsabilidade pessoal de identificar, avaliar, gerir e reportar eventuais riscos para o banco decorrentes do desempenho das nossas funções. Vamos dar-lhe o conhecimento e as ferramentas para ser Risk Pro em todas as situações. Esta cultura de riscos é fundamental para o Santander Way, a nossa forma de trabalhar. _

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