Digital Relationship Manager (DRM)

• Job ID 2809
• Career Level Manager
• Experience 2 Years
• Gender Male
• Industry Banking
• Qualifications Degree Bachelor

The Digital Relationship Manager (DRM) will be responsible for developing and maintaining strong relationships with customers through digital platforms. This role will manage digital engagement strategies, analyze customer data, and work closely with marketing and customer success teams to drive customer loyalty and satisfaction. The ideal candidate has a deep understanding of digital platforms, customer relationship management, and can proactively develop strategies to enhance the customer experience.

Key Responsibilities

• Customer Engagement: Develop and implement strategies for digital engagement, ensuring positive customer interactions and fostering long-term loyalty.
• Digital Communication: Act as the main point of contact for customers through email, chat, social media, and other digital channels. Address inquiries, resolve issues, and provide solutions in a timely manner.
• Data Analysis: Use CRM systems and digital analytics tools to gather insights on customer behavior, preferences, and engagement patterns. Leverage data to optimize strategies and predict customer needs.
• Content Development: Collaborate with marketing to develop content for digital channels, including email campaigns, social media posts, blog articles, and more to maintain customer engagement.
• Cross-functional Collaboration: Work closely with product, sales, and customer success teams to address customer needs and feedback, and to ensure a cohesive approach across all touchpoints.
• Customer Journey Optimization: Monitor customer journey stages, identify opportunities for improvement, and implement changes to increase customer satisfaction and retention.
• Reporting: Prepare and deliver reports on digital engagement, customer satisfaction, and feedback to senior management and other stakeholders.

Qualifications

• Bachelors degree in Marketing, Business Administration, Communications, or a related field.
• Proven experience in digital relationship management, customer success, or digital marketing (typically 2-4 years).
• Strong understanding of digital channels (email, social media, chat, etc.) and CRM tools.
• Excellent communication and interpersonal skills with a customer-oriented mindset.
• Analytical skills with the ability to interpret digital data and make strategic recommendations.
• Proficiency with CRM software, such as Salesforce, HubSpot, or similar platforms.
• Ability to work collaboratively in a team and multitask in a fast-paced environment.