Business Development Manager - Customer Growth

We are looking for a proactive and analytical professional to own one of the bank's strategic priorities – increasing the number of engaged banking customers.

In this role Business Development Manager - Customer Growth, you will be responsible for understanding customer behavior, monitoring the health of our customer base, and ensuring that every stage of the customer journey supports customers becoming and remaining engaged and uses the bank as their primary financial institution.

You will monitor customer journeys, identify trends and gaps, evaluate the impact of business initiatives, and provide data-driven recommendations that help shape the bank's customer engagement strategy. You will also maintain a comprehensive overview of activities across different teams, ensuring that opportunities to improve customer engagement are identified and communicated.

Key responsibilities

• Analyze customer behavior and engagement across different customer segments.
• Monitor customer journeys for new-to-bank and existing customers, identifying opportunities to improve activation and long-term engagement.
• Maintain regular reporting on key KPIs. Prepare clear, visually engaging presentations that translate complex analyses into concise, actionable stories that support decision-making.
• Maintain a comprehensive overview of all activities across the organization that contribute to the agenda of highly engaged customers. Track and report on the effectiveness of initiatives.
• Proactively highlight customer segments, journeys, or business opportunities that require additional focus.

What we're looking for

• Strong analytical skills with the ability to turn customer data into meaningful business insights.
• Bachelor's degree in Business Administration, Economics, Finance, Marketing, Statistics, Data Analytics, Information Systems, or a related field.
• Experience in business analysis, customer analytics, CRM, customer lifecycle management, product management, or a similar analytical role.
• Strong PowerPoint skills, with the ability to create clear, professional, and visually engaging management presentations.
• Experience working with customer data, reporting, and performance analysis, Excel skills and experience working with large datasets and reports. Experience with Power BI is an advantage.
• A positive, can-do attitude and a genuine willingness to take ownership of new challenges.
• Adaptability and flexibility to work on new topics and responsibilities as business priorities evolve.
• A proactive mindset - someone who identifies issues before they become problems and brings forward solutions rather than waiting for direction.
• A collaborative team player who enjoys working with others, shares knowledge, and contributes to a constructive working environment.

Success in this role

A successful candidate will:

• Ensure leadership and piers always have a clear view of customer performance and ongoing initiatives.
• Build strong relationships across teams and help align efforts toward a common objective.
• Detect trends before they become problems.
• Identify untapped opportunities to increase customer engagement.
• Help coordinate a consistent customer journey across the organization.
• Drive continuous improvement through data, collaboration, and proactive ownership.

We would love to offer you:

• Opportunity to directly contribute to the transformation of one of the largest banks in Bulgaria and shape the future digital experience for millions of customers;
• Work on modern customer engagement solutions, mobile banking features and digital channels that are used every day;
• Opportunity to collaborate with cross-functional product teams and international technology partners;
• Food vouchers in the amount of 102.26 euro per month;
• 20 + 5 paid holiday leave;
• Additional Health Insurance;
• Favorable conditions for housing and mortgage lending, as well as for bank products and services;
• Preferences for bank products and services;
• Annual bonus scheme depending on the achieved results;
• Preferential conditions for Multisport / CoolFit card;
• Great location – in the heart of Sofia’s city center;
• Discounts in various companies;
• Internal academies;
• Refer a Friend Bonus.