Head of Customer Engagement – Personal Customers Denmark

Who are we at Customer Engagement for Personal Customers Denmark?

The Customer Engagement Personal Customers DK unit is dedicated to enhancing commercial capabilities and driving the customer growth agenda outlined in the bank’s Forward’28 strategy. This unit will focus on integrating customer-centricity and proactive engagement across all customer life cycles and channels, by fostering efficient joint delivery of business goals amidst market conditions.

This unit is an integral part to the broader Insights & Engagement organization within the Personal Customers business unit. The Insights & Engagement unit is responsible for customer insights, commercial excellence, commercial partnerships and sustainability efforts for personal customers in Danske Bank.

About the team

The Customer Engagement Personal Customers DK unit is made up of cross-functional specialist teams from various commercial functions, such as Marketing, Communications, and Commercial Analytics. These teams collaborate and work cohesively on thematic topics, ensuring that specialists from different areas bring their expertise to create holistic, end-to-end customer experiences.

The unit is responsible for managing customer communication activities and ensuring the execution of strategic and business plan initiatives by aligning commercial activities with broader business objectives. The team drives customer engagement and satisfaction, and leverages data-driven insights to enhance commercial impact and efficiency.

The Role

As the Head of Customer Engagement for Personal Customers Denmark at Danske Bank, you will drive our efforts to enhance the commercial agenda for the Personal Customers segment, aiming to boost relevance and engagement for both existing and new customers. You will lead the central planning and execution of the portfolio to meet Personal Customers DK P&L targets, balancing growth and pricing to optimize long-term profitability. This involves tactical and operational steering of segment-specific strategies to ensure a coherent customer experience, moving away from product-centric to a holistic understanding of customer needs. As the head of a cross-functional team, you will coordinate efforts and establish shared goals across the commercial value chain, converting commercial priorities into actionable initiatives and ensuring their successful delivery. In addition, you will:

• Design and implement impactful campaigns and commercial initiatives that resonate with our strategic focus and operational business plans.
• Utilizing comprehensive data analytics to drive commercial outcomes and enhance customer experiences across digital channels, collaborating closely with marketing and analytics and business insights to align and execute on commercial excellence capabilities.
• Defining, planning and implementing leads to deliver on tactical initiatives defined.
• Designing, implementing and following up on meeting concepts for advisors in Personal Customers.
• Support senior management to find growth opportunities in the market and maintain a comprehensive framework to enable P&L owners to conduct insight-driven prioritization.
• Lead commercial steering efforts with stakeholders with extended stakeholder landscape. Strategically decide on annual and quarterly commercial activities, ensuring effective execution and progress tracking of campaigns.

Who are we looking for?

We are seeking a leader with a robust background in strategic commercial management and a proven ability to drive customer engagement through innovative digital strategies and strategy execution. The ideal candidate will possess a unique blend of business understanding, leadership skills, and technological prowess, complemented by a clear focus on achieving high commercial outcomes and enhancing customer experiences. Furthermore, you have:

• Extensive leadership experience, ideally in a “leader of leaders” capacity, with a background in managing multi-layered teams within complex organizations.
• Demonstrated expertise in adopting a customer-centric engagement model, with significant capabilities in digital marketing, e-commerce, and online customer acquisition.
• Strong business acumen with a comprehensive understanding of market dynamics, competitive landscape, and customer needs. Ability to leverage this knowledge to drive strategic decisions and commercial success.
• Effective relationship management skills, capable of effectively negotiating and influencing across various levels of the organization to align with strategic commercial objectives.
• Proficiency in CRM systems and analytics tools, with the ability to utilize data to drive decision-making, personalize customer interactions, and optimize customer lifetime value.
• Substantial share of complex commercial innovation requiring deep understanding of the bank’s products, services and organization.

What we offer

An exciting and challenging role in a leading bank, with the opportunity to shape our approach to customer engagement and innovation. You will work in a dynamic and collaborative work environment.

We offer you an inclusive and international work environment where you will contribute to our shared success. If you enjoy challenges and want to take the next step in your career, we offer you a prominent level of responsibility. We work out of Danske Bank’s new headquarters next to the Copenhagen Central Station, and we also offer flexible working during the week, e.g., working from home.

Are you ready to take the next step in your career and make a difference in our organization? Apply today!

Read Full Description