Strategy & Financial

• Revenue growth: The primary financial objective for the Senior Manager, Commercial, is to drive revenue growth for the Bank’s Digital Financial Services. This involves developing a comprehensive commercial strategy that targets new markets, identifies new customer segments, and drives sales and marketing initiatives to meet revenue targets.

• Gross margin growth: In addition to revenue growth, the Senior Manager, Commercial, must also focus on profitability. This involves managing costs, optimizing pricing strategies, and driving operational efficiency to ensure that the company is operating in a financially sustainable manner.

• Customer lifetime value: The Senior Manager, Commercial must focus on maximizing customer lifetime value by building strong customer relationships, reducing churn, and increasing expansion customers. This involves developing and executing customer retention.

• Return on investment: The Senior Manager, Commercial must ensure that the Bank’s Digital Business is getting a return on its commercial investments, by tracking and measuring the effectiveness of sales and marketing initiatives, partnerships, and other commercial programs to ensure that they are delivering the desired results.

• Market share: The Senior Manager, Commercial must focus on increasing the Bank’s Digital Business market share by identifying and pursuing growth opportunities in new and existing markets. This involves developing and executing market entry and expansion strategies and ensuring that the company is competitive in the marketplace.

Internal business processes

• Sales and marketing process optimization: The Senior Manager, Commercial must focus on optimizing the company's sales and marketing processes to ensure that Bank’s Digital Business is able to target and acquire new customers effectively. This involves streamlining processes, identifying and removing bottlenecks, and continuously improving the effectiveness of the Digital Business sales and marketing efforts.

• Cross-functional collaboration: The Senior Manager, Commercial must focus on fostering cross-functional collaboration across the organization to ensure that the company is able to effectively execute its commercial strategy. This involves working closely with other departments, including the Group product, engineering, and customer support teams, to ensure that everyone is aligned around the company's commercial objectives and working together to deliver value to customers.

• Performance tracking and measurement: The Senior Manager, Commercial must focus on tracking and measuring performance to ensure that the Bank’s Digital Business is achieving its commercial objectives and making progress toward its financial and growth targets. This involves setting performance metrics and tracking progress against these metrics, identifying areas for improvement, and making adjustments to the company's commercial strategy as needed.

Customer

• Customer acquisition: One of the primary customer objectives for the Senior Manager, Commercial is to drive customer acquisition. This involves identifying and pursuing new customer segments, developing effective sales and marketing strategies to reach these customers, and ensuring that the Bank’s Digital Business is meeting their needs and delivering value.

• Customer retention: In addition to customer acquisition, the Senior Manager, Commercial must focus on customer retention. This involves developing and executing Digital Business customer retention programs and ensuring that the company is delivering an exceptional customer experience that keeps customers coming back.

• Customer satisfaction: The Senior Manager, Commercial must ensure that the Bank’s Digital Business is delivering a high level of customer satisfaction by monitoring customer feedback and taking action to address customer concerns and issues. This involves building strong relationships with customers, providing excellent customer service, and ensuring that the company is meeting its commitments and delivering on its promises.

• Customer lifetime value: The Senior Manager, Commercial must focus on maximizing customer lifetime value by building strong customer relationships, reducing churn, and increasing cross-sell and upsell opportunities. This involves developing and executing customer retention and loyalty programs for Bank’s Digital Banking customers and ensuring that the customer experience is exceptional.

• Customer feedback and insights: The Senior Manager, Commercial must also focus on gathering customer feedback and insights to inform the Bank’s Digital Business product and service offerings. This involves conducting customer surveys, analyzing customer data, and using customer insights to drive product innovation and improve the customer experience.

Learning and growth

• Continuous learning: The Senior Manager, Commercial must prioritize continuous learning and development for themselves and their team. This involves staying up to date with the latest industry trends, attending conferences and events, and seeking out new knowledge and best practices to inform the company's commercial strategy.

• Talent development: The Senior Manager, Commercial must also focus on developing and growing their team to ensure that they have the skills and expertise needed to execute the company's commercial strategy. This involves providing training and development opportunities, mentoring and coaching team members, and fostering a culture of continuous learning and growth.

• Innovation: The Senior Manager, Commercial must prioritize innovation and encourage their team to think creatively and identify new ways to drive growth and profitability. This involves staying up to date with emerging technologies and market trends, identifying new opportunities for growth, and fostering a culture of experimentation and innovation.

• Strategic partnerships: The Senior Manager, Commercial must focus on identifying and building strategic partnerships that can help the Bank’s Digital Business achieve its commercial objectives. This involves developing strong relationships with partners, identifying opportunities for collaboration and co-creation, and leveraging partner capabilities to drive growth and innovation.

• Data-driven decision-making: The Senior Manager, Commercial must prioritize data-driven decision-making to inform the Bank’s Digital Business strategy. This involves analyzing customer and market data, tracking performance metrics, and using insights to make informed decisions and drive continuous improvement.