Customer Interactions Program Manager

Retail and Commercial Division is seeking a Customer Interactions Program Manager who will lead the deployment of Santander’s Customer Interactions Platform (CIP) across markets, while contributing to the adoption of customer-centric capabilities across markets and Customer Interaction Platform vision. This role is instrumental in driving data-driven, personalized customer journeys and enhancing digital sales and engagement capabilities. It requires strong program and platform leadership, cross-market coordination, and a customer-centric mindset to accelerate the Group’s digital transformation and customer value proposition.

The successful candidate will ensure the effective rollout and continuous evolution of CIP in key markets, aligning it with business priorities, digital marketing strategies, and customer experience standards to deliver measurable impact on acquisition, engagement, retention, and revenue growth.

Lead Deployment & Evolution

• Lead the phased roll-out of CIP, ensuring timely and fit-for-purpose implementations.
• Continuously evolve the platform based on performance insights, user feedback, and market needs, maximizing impact on NPS, digital sales, and engagement.
• Track and improve platform KPIs such as commonality across markets and contribution to CX and commercial outcomes.

Contribute to Platform Vision & Strategy

• Contribute to the definition of the global CIP product vision to enable next-best-action, AI-powered personalization, and customer insight activation across all digital and assisted channels.
• Champion a unified, data-driven engagement platform that underpins customer experience, marketing effectiveness, and lifecycle management strategies.
• Foster alignment across countries, leveraging global capabilities while enabling local differentiation and adoption.

Customer-Centric Capabilities & Analytics

• Contribute to the adoption of customer-centric capabilities across markets as Customer Interaction Platform is deployed, such us:
  •  Voice of the Customer into product lifecycle, leveraging research, usability testing, and feedback loops to inform product roadmap.
  • Enable self-service analytics to empower teams with performance insights for ongoing optimization and iteration.
  • Support the creation and adoption of customer lifetime value, propensity, and churn models, fostering long-term engagement and retention.

Digital Growth & Marketing Partnership

• Partner with marketing to converge to One Agency and boost digital customer acquisition and revenue growth.
• Ensure the platform supports CAC reduction, RPAC improvement, funnel optimization, tagging, and A/B testing capabilities.
• Drive adoption of CIP-enabled campaign orchestration and digital personalization for sales and engagement.

Governance, Coordination & Agile Delivery

• Lead cross-functional squads and collaborate with local and global stakeholders to prioritize requirements, manage backlog, and ensure agile execution.
• Define and track product OKRs focused on business impact.
• Promote a high-performance, customer-obsessed culture within the team, encouraging continuous delivery and improvement.

Experience

• 10+ years in digital product/platform and roles, ideally in customer interactions, growth, martech, or omnichannel engagement.
• Proven track record delivering data-driven platforms and scaling adoption across geographies.
• Familiarity with agile product development, campaign management tools, and customer analytics.

Capabilities

• Strategic mindset with execution focus and ability to navigate complex, matrixed environments.
• Deep customer orientation and understanding of personalization, customer data platforms, and digital sales levers.
• Strong coordination skills to align global/local stakeholders, balancing standardization and adaptability.