Manager, Digital Acquisition

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers - and delivering service that really goes the extra mile.

RESPONSIBILITIES

• The Digital Acquisition Manager will have accountability across the Digital Teams for customer acquisition. 
• Strategy Development: Design and implement digital acquisition strategies to grow customer loyalty, usage, and satisfaction. Align digital campaigns with overall marketing, customer experience (CX), and business goals.
• Customer Journey Management: Map, monitor, and optimize digital customer journeys across mobile apps, websites, and online banking platforms. Leverage analytics and customer insights to identify friction points and opportunities for engagement improvement.
• Campaign Management: Plan and execute targeted, data-driven campaigns (push notifications, emails, SMS, in-app messages etc) to improve onboarding, cross-selling, and retention. Manage loyalty programs and digital rewards initiatives.
• Channel Ownership: Oversee customer engagement across key digital touchpoints including mobile banking apps, web portals, chatbots, and social media. Collaborate with product, IT, Design and CX teams to ensure seamless digital experiences.
• Analytics and Reporting: Monitor and track KPIs such as customer engagement and acquisition rates, Net Promoter Score (NPS), app usage, conversion rates, retention rates, and campaign ROI. Provide regular reports with insights and recommendations for optimization.
• Innovation and Trends: Stay updated on digital banking trends, emerging technologies (e.g., AI personalization, conversational banking), and competitive benchmarks. Suggest and implement new tools and tactics to enhance digital engagement.
• Compliance: Ensure all digital engagement activities comply with UAE banking regulations and data privacy laws.
• Communicate product updates, progress, and strategy effectively to stakeholders at all levels of the organization, including senior leadership.

QUALIFICATIONS

• Proven experience (7-10 years) in Digital Banking and Transformation, Digital Engagement, Digital Marketing, across Mobile and Online Banking, in Financial Services or similar role in a Financial Services environment, with a track record of success in Digital Engagement initiatives.
• Minimum of Bachelor’s degree in Digital Marketing, Digital Engagement/Media, Communications, Information / Marketing Technology or a related field.
• At least 5 years of experience working specifically with digital platforms such as mobile apps, online banking portals, or omni-channel CRM systems.
• Hands-on experience managing customer lifecycle campaigns, personalized communication, and data-driven targeting.
• Demonstrated success in increasing digital adoption and engagement through customer journey optimization, segmentation, and campaign management.