Manager – Customer Lifecyle Strategy & Governance

Leads the design and implementation of DIB’s customer management framework, ensuring alignment between segmentation strategy, lifecycle journeys, and customer-contact governance. Translates strategic priorities into operational lifecycle logic to enable consistent, customer-centric engagement across all segments and channels.

Key Responsibilities:

• Develop and own the customer management framework linking segmentation, lifecycle, and journey execution.
• Translate segment and life-stage strategies into engagement logic, triggers, and priorities for lifecycle orchestration.
• Partner with Segment and Lifecycle Heads to ensure customer strategies are embedded into journey design and execution.
• Define and govern the customer-contact strategy and policy covering frequency, prioritization, and channel hierarchy.
• Establish lifecycle-governance routines, documentation standards, and performance dashboards.
• Collaborate with Product, Risk, and Marketing teams to align communication touchpoints with segment propositions and service promises.
• Partner with Analytics to assess journey performance and identify optimization opportunities.
• Conduct quarterly reviews of contact health, saturation, and journey overlap across segments.
• Ensure alignment with compliance, privacy, and risk frameworks.
• Serve as central coordination point for lifecycle governance between strategy and execution teams

Education &

Work Experience:

• Bachelor’s degree in business, Economics, or Strategy; MBA or equivalent postgraduate qualification preferred.
• 4–6 years’ experience in management consulting, with exposure to customer-strategy and CRM/lifecycle-related/Customer Journeys transformation projects