Head of Virtual Relationship Management

Role Overview

The Head of Virtual Relationship Management leads a bank team that acquires, serves and grows customer relationships through approved remote channels. The role turns the priorities of product and customer-segment teams into coordinated sales activity and customer journeys, while ensuring commercial performance, service quality and sound operational controls. Success depends on building a capable team and working across the bank to make virtual engagement effective from first contact through ongoing relationship management.

Key Responsibilities

• Set the unit’s strategy, operating model and business plans, converting bank priorities into measurable acquisition, activation, growth, retention and win-back programmes.
• Agree campaign goals and delivery plans with Product and Segment Heads, including target customers, propositions, lead lists, eligibility, workflows, service standards and performance measures.
• Lead initiatives across relevant banking offers, such as deposits, lending, cards, insurance, investments, foreign exchange, transactional services and digital banking.
• Manage sales execution and portfolio growth by setting contact and follow-up standards, monitoring pipelines and conversion, and addressing stalled or unsuccessful opportunities.
• Ensure customers receive responsive, consistent service across voice, email, video and other approved channels; oversee complaint resolution and use feedback to improve the experience.
• Work with Operations, Credit, Compliance, Risk, Technology and other teams to improve processes, reduce delays, maintain accurate records and strengthen controls across the customer journey.
• Track results by employee, product, segment, campaign and lead source; report performance and risks to senior leaders and agree corrective actions with relevant stakeholders.
• Recruit, develop and coach the team, setting clear expectations and building skills in sales, products, digital engagement, compliance and customer service.

Requirements & Qualifications

• Bachelor’s degree in Business Administration, Commerce, Finance, Economics, Marketing or a related discipline.
• Substantial experience in relationship management, retail or premium banking, sales leadership, virtual banking or customer portfolio management. The source does not specify a minimum number of years.
• Demonstrated experience leading a sales or relationship management team and managing performance against commercial and customer objectives.
• Experience growing customer portfolios through acquisition, product activation, cross-selling, retention and relationship deepening.
• Experience coordinating delivery across Product, Segment, Operations, Credit, Compliance and Digital teams; exposure to technology-enabled customer engagement is an advantage.
• Strong capability in strategic planning, sales and campaign management, pipeline oversight, financial analysis and performance reporting.
• Working knowledge of banking products, customer journeys, digital channels, operational controls and regulatory compliance.
• Effective stakeholder management, communication, presentation, coaching and change leadership skills, supported by sound judgement, integrity and a customer-focused approach.
• A postgraduate qualification or relevant professional certification is an advantage.

What We Offer / Why Join

This role offers the opportunity to shape how a bank acquires and develops customer relationships through virtual channels, while influencing product campaigns, customer experience and cross-functional ways of working.