Retail Relationship Manager

About the role

The Retail Premium Relationship Manager will be the primary point of contact for high‑value retail and premium individual customers at KudaKuda. This Talent‑Pipeline position focuses on delivering personalised banking support, driving customer satisfaction, and ensuring a seamless premium banking experience.

Key responsibilities

• Manage a portfolio of premium retail customers, handling enquiries, requests and escalations.
• Build strong relationships by understanding financial needs and offering tailored banking solutions.
• Proactively engage customers to improve satisfaction, retention and product usage.
• Ensure prompt, professional handling of queries within defined service levels.
• Collaborate with internal teams to resolve issues efficiently.
• Support onboarding and activation of premium customers, ensuring accurate KYC processes.
• Identify cross‑sell opportunities for savings, cards, overdrafts, stocks and other retail banking products.
• Monitor engagement trends, address service gaps and provide regular portfolio performance reports.
• Contribute to customer profiling, segmentation and continuous improvement of journeys and onboarding.
• Act as escalation point for complex premium customer concerns.

Required profile

• Strong interpersonal and relationship‑management abilities.
• Excellent written and verbal communication skills.

Required skills