Retail Relationship Manager at Kuda Bank

Job Overview:

The Retail Premium Relationship Manager is responsible for managing and growing relationships with high-value retail and premium individual customers. The role focuses on delivering personalized banking support, improving customer engagement and satisfaction, and ensuring premium customers receive a seamless, high-quality banking experience aligned with the strategic goals of the Customer Experience function and the business.

Responsibilities:

• Manage a portfolio of premium retail customers and serve as their primary relationship contact for enquiries, requests, and escalations.
• Build strong relationships with premium customers by understanding their financial needs and providing tailored banking solutions.
• Proactively engage premium customers to drive satisfaction, retention, and product usage. 
• Ensure all customer queries are handled promptly, professionally, and within defined service levels
• Collaborate with internal teams to resolve customer issues efficiently.
• Support onboarding and activation of premium customers ensuring accurate KYC processes.
• Identify opportunities to cross-sell relevant retail banking products such as savings, cards, overdrafts, stocks.
• Monitor customer engagement trends and proactively address service gaps.
• Provide regular updates and reports on portfolio performance and customer insights.
• Support initiatives aimed at improving customer experience and premium service offerings.
• Stay informed on emerging trends in retail banking and premium customer engagement.
• Build strong internal relationships to enhance service delivery.
• Act as an escalation point for complex premium customer concerns.
• Maintain accurate customer records and contribute to customer profiling and segmentation.
• Maintain high customer experience standards and ensure premium service delivery.
• Identify opportunities to improve customer journeys, onboarding, and engagement processes.
• Prepare periodic portfolio performance and customer engagement reports.
• Any other duties as assigned.

Requirements

• Strong interpersonal and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to manage high-value customer relationships professionally and discreetly.
• Strong understanding of retail banking products and services.
• Strong analytical and problem-solving skills.
• Ability to influence and engage customers effectively.
• Customer-focused mindset with high attention to detail.
• Proficiency in CRM systems, banking platforms, and digital tools.
• Ability to manage multiple customer relationships simultaneously
• Minimum of 2–3 years experience in retail banking, relationship management, or customer experience role