Retail Proposition Manager – Banking - London / Hybrid – Ref: 26064

Job Title: Retail Proposition Manager

Sector: Banking

Salary: Competitive

Location: London / Hybrid

Job Ref: 26064

Job Summary:

The Retail Proposition Manager is responsible for the end-to-end ownership, management, growth, and profitability of the Bank’s Retail Banking Proposition delivered through its digital banking platform.

The role will lead the development and execution of the retail customer proposition, customer acquisition and engagement strategies, revenue generation, and balance sheet growth while ensuring a superior customer experience.

The role holder will act as the primary business owner for the retail segment and will be accountable for driving customer acquisition, deposit growth, customer retention, product penetration, profitability, and digital adoption.

In addition, the Retail Proposition Manager will oversee a team of Account Managers responsible for servicing affluent and high-value customers requiring relationship-based support outside of the digital self-service model.

Experience Requirements:

Minimum 10 years in retail segment and relationship management role with a proven track record of delivering successful and profitable retail channel.

Person’s Description / Skills:

• Strategic Thinking
• Commercial Acumen
• Digital Banking Expertise
• Customer-Centric Leadership
• Balance Sheet Management
• Financial Analysis
• Product & Proposition Development
• Stakeholder Management
• Leadership & People Development
• Influencing & Negotiation
• Change Management
• Regulatory Awareness

Responsibilities:

Segment Strategy & Business Ownership :

• Develop and execute the retail banking segment strategy aligned with the Bank’s overall growth objectives.
• Own the end-to-end retail customer journey across the digital banking platform.
• Define and manage target customer segments, value propositions, and growth plans.
• Identify opportunities to increase market share, customer acquisition, retention, and wallet share.
• Lead the annual business planning process for the retail segment.
• Proposition Development & Customer Experience
• Work with Group to design, enhance, and manage retail banking propositions, products, and services.
• Ensure products and customer solutions remain competitive within the UK retail banking market and aligned to Group
• Drive customer-centric innovation and continuous improvement of the digital banking experience.
• Work closely with Product, Digital, IT, Operations, Compliance, and Marketing teams to deliver new propositions and enhancements.
• Monitor customer feedback, market trends, and competitor developments to identify opportunities for improvement.

Revenue & Profitability Management:

• Own the financial performance of the retail segment.
• Deliver agreed revenue, profitability, and growth targets.
• Develop strategies to increase deposits, balances, product holdings, and customer lifetime value.
• Monitor revenue performance and implement corrective actions where required.
• Develop and manage pricing strategies in collaboration with Treasury and Product teams.

Balance Sheet Growth & Portfolio Management:

• Drive growth of retail balances.
• Monitor segment-level balance sheet performance and profitability metrics.
• Work closely with Treasury and Finance teams to optimise funding and deposit strategies.
• Develop initiatives to improve customer balances, retention, and engagement.
• Track and manage key portfolio indicators and performance metrics.

Communication & Marketing:

• Own the retail segment communication strategy.
• Work with Marketing and Digital teams to deliver acquisition, onboarding, engagement, and retention campaigns.
• Ensure consistent and effective communication across all customer touchpoints.
• Support brand-building initiatives and customer education programmes.
• Develop targeted campaigns for specific customer segments and life-stage needs.

Digital Banking Leadership:

• Act as business owner for the retail digital banking proposition.
• Champion digital adoption and self-service capabilities.
• Drive the utilisation and enhancement of digital channels.
• Collaborate with technology teams to deliver digital transformation initiatives.
• Define requirements for new features and customer experience improvements.

Relationship Banking & Affluent Client Management:

• Lead, coach, and manage a team of Account Managers supporting affluent and relationship-managed …