Head of Customer Base Management Strategy and Programmes : CRM, Base Management and Marketing, Dublin. Location/Office Policy: Molesworth Street/Hybrid stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: :Do you possess a strong history in Customer Strategy, Development and Programme Management and looking to continue your expertise? :Do you love to drive customer engagement, value, retention, and satisfaction? stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: :Do you like collaborating with cross functional teams and driving change through strong stakeholder management and influencing outcomes? stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: :Are you enthusiastic about customer understanding, data, and strategic transformation? What is the Role: Part of the newly established Chief Customer Office and reporting into the Head of Customer Base Management, the role holder will be a pivotal member of this new team to ensure that we are setting the right direction for not only the Customer Base Management team but also the wider business. This direction will be steeped in Customer First thinking, leveraging data, insights, and technology to optimise communications and drive long:term customer relationships. It will be the custodian of the strategic interactions with our customers across multiple channels and help the overall team ensure we reach peak performance through the creation of a Centre of Excellence for direct communications for AIB. Key to our teams success is how we support our stakeholders throughout the business and this role will ensure that happens. Key accountabilities: stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: :Own and evolve the CBM strategy, ensuring alignment with broader business and customer goals. This will deepen our customer relationships and improve value for the bank. :Design and lead customer programmesthat enhance communication, loyalty, and lifetime value across the customer lifecycle. :Create a Centre of Excellence approach for the wider organisation to ensure they have a good understanding of how we wish to speak and engage with our customers across multiple mediums and channels. :Champion adata:led approachto customer understanding, segmentation, and decision:making. :Collaborate with Marketing, Product, Data, Digital, and Technology to ensure coordinated development of CBM initiatives. :Lead a team of customer strategists, fostering a high:performance, customer:first culture. :Embed measurement and optimisation into all customer base management strategies, using OKRs as the key measurement for impact. :Keep the CBM team and the wider CCO team up to date on customer communication needs, trends and innovations in CRM, loyalty, and customer communication technologies. :Provide thought leadership on how to deepen customer relationships through intelligent and ethical use of data. :Lead, inspire, and develop a high:performing team whilst ensuring the team and key areas of the business are upskilled as relevant. :Ensure overall Customer Base Management team engagement is high. What you Will Bring: stylemargin:top:0.0cm;margin:bottom:0.0cm typedisc: :Proven experience in customer base management, CRM, loyalty, or lifecycle marketing leadership roles. :Strong strategic thinking with a record of developing CBM strategies and Centre of Excellence approach to direct communications. :Enthusiastic about customers, their experiences, and what drives their behaviours. :Highly data:literate with a strong understanding of customer analytics, segmentation, and personalisation. :Excellent communicator and collaborator, able to influence across the organisation. :Experience with customer technology platforms, CRM systems, and data tools (e.g., Salesforce, Adobe, Tableau, SQL) is a plus. :A growth mindset, comfortable operating in a fast:paced, evolving environment. :Stro