Head of Multichannel Unit

Raiffeisen banka a.d. Beograd is looking for the right candidate for the position of head of Multichannel Unit within CRM department

Customers are at the heart of the business for many companies across the globe and banking industry is no exception. With the vision to create a superior customer experience and become the most recommended bank in Serbian market, Raiffeisen bank Serbia is looking for a Head of Multichannel Coordination who will support building of our superior service across all digital and traditional channels.


  • Leads a team of campaign managers responsible for campaign design and execution
  • Supports design and execution of CRM strategy
  • Creates and maintains CRM campaign calendar for all retail segments (Consumer, SME)
  • Designs and implements standard and non-standard CRM campaigns to cover full customer life cycle (Acquisition, Onboarding, Xsell, Upsell, Retention, Winback), across all digital and traditional channels with the aim to improve relationship with our customers
  • Reduces lead leakage in Omnichannel environment
  • Identifies opportunities and develops new batch and real-time CRM campaigns
  • Defines and monitors Multichannel KPI’s
  • Controls and enhances CRM policy
  • Constantly Improves CRM processes
  • Supports conduction of complex business analysis
  • Proposes and supports further technological development of CRM tools
  • Presents business results to the management


  • 3Y+ of experience in retail business, preferably in banking area
  • Faculty degree
  • Experience with one or more technical tools (SAS, Python, R, etc.) is a plus
  • Experience in leading teams is a plus
  • Excellent knowledge of MS office tools
  • Good understanding of CRM role
  • Advanced knowledge of English (written and spoken)
  • Strong presentational skills

Personal characteristics that are welcome:

  • „Yes, if…“ attitude rather than „No, because…“
  • Ready to challenge the status quo
  • Makes conclusions based on relevant data and insights
  • Highly analytical and structured work
  • Discovery and experimentation mindset
  • Proactive approach to everyday work

We offer:

  • Working for reputable organization with notable track record in Retail business
  • Working in international environment consisting of the best industry experts
  • Unique chance to participate in and drive CRM business of the organization
  • Ability to see the purpose and direct impact as a result of your work
  • Competitive compensation with a number of additional perks (some of them very unique)

If you are interested in joining our dynamic team, please send your CV via following link: Application link

Deadline for application: 27.07.2022.

*Please be advised that only short-listed candidates will be contacted.