CRM Strategic Officer CIB (F/H)

Job Description

You join the Strategic Customer Relationship Management team within the Chief Client Office (CCO) as a CRM Officer.

The mission of the Chief Client Office (CCO) is to support all CIB businesses in their commercial development, focusing on:

• In-depth knowledge of customers, using internal and external data.
• The development of customer franchising, with a focus on cross-selling, consistency in customer strategies, prioritization of customers and sales actions.
• The management of cross-functional business processes and the dissemination of best business practices.

Within the CCO, the "Client Relationship Management" team aims to improve the customer experience and contribute to business development.

Responsibilities

• Coordinate and implement action plans from the Voice of Clients (VOC) and Client Reviews.
• Ensure the monitoring and coordination of "Ready‑To‑Trade" action plans (RTT) in collaboration with the sales, coverage, and operational teams.
• Contribute to the management and smooth running of the overall system for CIB customer complaints.
• Create a relationship of trust with the CIB business lines and lead the international CRM COO CIB community.
• Contribute to the continuous improvement of CRM processes, notably through digitalization and the use of Low Code/No Code and AI technologies.

Required Skills / Qualifications / Experience

• Higher education (Bac +5) with at least 5 years of experience in the CIB, preferably in direct contact with origination/sales teams or clients.
• Project‑management experience.
• Proficiency with the Office Pack (Excel, PowerPoint); Salesforce and Power BI.
• Excellent interpersonal skills, strong organization and communication abilities.
• Able to manage pressure and demonstrate analysis and responsiveness.
• Pragmatic and rigorous, with an ability to identify problems and propose solutions.
• Proficient in English (C1 level).

Location: Paris 13th, with the possibility to work from home.