Head of Customer Relationship Management Department

Join our team as a Head of Customer Relationship Management Department in Lithuania!

Yes, you can! That's our attitude towards our work, ambitions, ideas, and relationships. We at Luminor believe that anyone has the potential to achieve big things and encourage everyone to achieve them, professionally and personally. 

Whoever you are and whatever your role is, with Luminor, you will get a once-in-a-lifetime opportunity to build a local banking champion.

What You Will Do:

• Take responsibility for the Customer Relationship Management department's business results, sustainable growth, customer focus, and efficiency


• Implement the Luminor strategy within the team and transform it into actionable outcomes. Close cooperation with other Departments to achieve common business targets


• Deliver business results in the omnichannel and various customer interaction points within the set strategy and risk framework


• Create and maintain Advisory, Customer Service, Lending Competence Center, and Partnership teams focused on achieving goals and creating a superior customer experience


• Execute sales processes and campaigns


• Ensure customer satisfaction across managed services


• Ensure support and satisfaction with the provided support to other Luminor customer segments (Corporate and Private Banking)


• Drive performance growth across units and individuals and lead the team to achieve targets set (KPI, OKR)


• Ensure following all necessary regulations, processes, and procedures, and make decisions according to the power to act according to role purpose and Luminor values, and strategy


• Be a role model and develop the team members through various leadership techniques (coaching, leading virtual teams, performance management, etc.)


• Represent Luminor as a company and bring our vision and values to society. Being present and taking an active communicative role in different communities (associations, media, conferences, forums, events, formal and informal meetings)

What We Expect: 

• Experience in Retail business, channel management, and processes


• Knowledge of customer and employee behavior patterns


• Transformation management experience (would be a preference) 


• Previous managerial experience 5+ years


• Cross-functional and cross-border cooperation skills




















• Fluent English is required in spoken and written communication due to working on the Pan-Baltic level 

What We Offer:

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)




















• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor, and having fun




















• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more




















• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes


• Paid leave. We are proud of our employees who are participating in military training. Therefore, Luminor offers 30 fully paid calendar days for military training every year




















• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor's note needed




















• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life




















• Professional growth. Internal and external training programs, workshops, conferences, online training, etc.


• Special Offer for Luminor products & services. Enjoy special offers & pricing for products and services provided by Luminor




















• Gross salary. 7,000 - 10,500 EUR/month, which is to be determined depending on your level of experience and competencies

The application deadline is the 1st of June. We are looking for a candidate primarily already located within the Baltic. Please apply with your CV in English and PDF format!