Head of Digital Channels Department, Retail Division
The Head of Digital Channels Department is responsible for leading all digital commercial channels of the bank, including digital platforms, Contact Centre operations, tele‑sales activities, remote advisory services, channel management, and strategic partnerships.
This role ensures high digital sales performance, seamless customer experience across channels, and effective coordination with internal and external stakeholders to support business growth.
Key Responsibilities
- Oversee the development, management and continuous optimization of digital banking platforms, ensuring they effectively support sales, acquisition and superior customer experience.
- Conduct and drive online sales activities, including digital client acquisition, inbound sales interactions, cross-selling and upselling through digital and remote channels.
- Identify, engage and manage strategic partners and referral programs, establishing formal collaborations that directly contribute to digital client acquisition and sales growth.
- Lead and drive sales growth through digital channels, owning digital acquisition, product penetration, activation and cross-sell performance.
- Own digital sales funnels and customer journeys, continuously optimizing conversion, drop-off points and activation through data-driven UX improvements.
- Define, execute and monitor digital sales strategies for key retail products in close coordination with Marketing, Sales and Retail Operations.
- Monitor and enhance user experience (UX) across all digital banking channels, translating customer insights and analytics into prioritized improvement initiatives.
- Enable and support tele-sales and remote advisory programs by designing digital-first journeys, scripts and tools that increase sales effectiveness.
- Act as business owner for digital channels toward IT, Product and external vendors, defining requirements and priorities based on customer and revenue impact.
- Collaborate with IT, Marketing, Sales, Retail Operations and Product teams on digital transformation initiatives with clear sales and UX objectives.
- Ensure compliance with regulatory requirements and contribute to the identification and mitigation of operational risks related to digital sales and customer journeys
Qualifications & Requirements
- Bachelor’s degree in business, Economics, Marketing, IT or a related field (master’s preferred).
- 5–7 years of relevant experience, with at least 3 years in a managerial/leadership role.
- Proven experience in digital channel management, customer communication, digital sales or contact center operations.
- Experience in banking, fintech, telecom or large-scale service industries is an advantage.
- Strong knowledge of digital platforms, BI tools, and sales performance dashboards or other relevant platforms
- Strong understanding of regulatory frameworks and operational risk standards.
- Excellent leadership, partner management and cross-functional coordination skills.
- Ability to drive innovation, service quality, customer satisfaction and commercial results.
What Offer:
- A responsible leadership role in a transparent, professional, and development-oriented institution.
- Competitive, performance-based compensation aligned with internal standards, health insurance and other life-balance benefits
- Continuous learning opportunities through structured training and professional development programs.
- A dynamic and modern work environment that encourages initiative and innovation.
- Collaboration with dedicated teams across key business areas.
- Clear opportunities for advancement based on merit, capability, and long-term commitment.
- A supportive and efficient work culture grounded in integrity, teamwork, and responsible banking principles.
We encourage applicants from all backgrounds to apply. We provide equal opportunities for all employees. Our inclusive culture fosters an environment where everyone can thrive, contribute, and grow, regardless of race, gender, age, religion, sexual orientation, disability, or any other characteristic.
You may apply by submitting your CV to job@procredit-group.com no later than 03 February 2026. Please note that only candidates who are shortlisted based on the evaluation of their submitted CVs will be invited to the subsequent stages of the selection process.
Note: This position is available only at the Head Office in Prishtine.
