Job Purpose

The Customer Success Manager is responsible for driving branch growth through effective sales strategies, strong customer relationship management, and proactive promotion of both traditional and digital banking products. The role focuses on enhancing customer satisfaction, retention, and digital adoption while contributing to overall branch performance and revenue targets.

Key Responsibilities

Sales & Business Growth

• Develop and implement effective sales strategies and action plans to achieve assigned branch growth and revenue targets.
• Identify cross-selling and up-selling opportunities across customer segments to maximize wallet share.
• Monitor sales performance against targets and take corrective actions where required.
• Collaborate closely with branch teams to ensure alignment with overall business objectives.

Customer Relationship Management

• Oversee customer relationship management activities to build and maintain strong, long-term relationships with customers.
• Ensure high levels of customer satisfaction through timely service, proactive engagement, and effective issue resolution.
• Handle escalated customer concerns and ensure prompt follow-up and closure.
• Analyze customer feedback and behavior to improve service quality and customer experience.

Marketing & Product Promotion

• Develop and execute branch-level marketing initiatives to promote banking products and services.
• Actively promote both traditional and digital banking products to existing and prospective customers.
• Coordinate with Head Office / Marketing teams on campaigns, promotions, and customer engagement activities under the guidelines of Branch Manager.
• Support customer education initiatives to enhance product awareness and usage.

Digital Banking Adoption

• Actively promote digital banking channels and drive customer onboarding, usage, and adoption of digital banking products.
• Monitor digital usage trends and identify opportunities to increase digital penetration within the customer base.
• Conduct or support customer demonstrations and awareness sessions on digital banking services.

Reporting & Compliance

• Prepare regular reports on sales performance, customer acquisition, retention, and digital adoption metrics.
• Ensure all activities comply with bank policies, procedures, and regulatory requirements.

• Bachelor’s degree in Business, Finance, Management, or a related field (master’s preferred).
• 3+ years of experience in banking operations, with strong sales, customer relationship management, and communication skills.
• Good understanding of banking products, services, and digital banking solutions.
• Ability to analyze customer needs and recommend appropriate solutions.
• Results-driven, customer-focused, and proactive mindset.
• Strong coordination and teamwork skills.