Group Head, Customer Loyalty, Retention & Engagement

Equity Bank is hiring a Customer Lifetime Value Manager to focus on the growth of customer lifetime value through increased profitability and share of wallet. The key responsibilities include:

Increase Product Uptake:

• – Drive increased product uptake through data-driven customer engagements and offer placements

Customer Engagement and Loyalty:

• – Design an engagement and loyalty roadmap to drive customer lifetime value across the customer lifecycle stages (acquisition, growth, retention)
• – Spearhead the review of customer engagement plans to ensure customers receive best-in-class experiences
• – Generate value from Equity Bank’s loyalty programs
• – Define and report on appropriate success metrics for retention and loyalty initiatives
• – Utilize customer, financial, and churn data to inform decisions and develop business cases to support various retention efforts
• – Define internal customer communication standards and procedures for bank-wide compliance for all non-brand communication
• – Ensure adoption of service recovery and Alternative Dispute Resolution (ADR) framework

Customer Retention and Loyalty Strategy:

• – Define the customer retention and loyalty strategy and programs with the primary goal of retaining and extending the customer base
• – Strategically lead, develop, implement, and manage customer lifecycle programs from ideation to execution
• – Use data to identify, test, and optimize user retention and extension methods and channels
• – Define customer segments and create relevant and personalized customer journeys to drive customer lifetime value
• – Design strategies for proactive and reactive communication for customers at risk of cancellation, ensuring every opportunity to retain them is investigated

Qualifications:

• – Bachelor’s or Master’s degree in Marketing, Business Administration, or a related field
• – Knowledge of Customer Relationship Management (CRM) and/or Loyalty Programs
• – Proficient in relevant MS Office applications
• – Knowledge of analytics software (e.g., Power BI)
• – Experience working in a strategic, cross-functional role collaborating with multiple teams in different geographies
• – At least 6 years of working experience in a customer service and sales environment, with at least one year at a managerial level
• – Self-motivated and results-oriented
• – Customer-focused mindset and good written communication skills
• – Well-organized, proactive, with an attitude to embrace changes and challenge the status quo
• – Ability to clearly articulate and drive a vision
• – Innovative and out-of-the-box thinker
• – Creative and proven experience working on retention and loyalty initiatives
• – Sound organizational and planning skills with solid attention to detail
• – Excellent interpersonal skills
• – Planning and organizing skills for effective planning and execution of tasks and projects within timeframes and budget
• – Excellent written and oral communication skills
• – Self-empowerment to enable development of open communication, teamwork, and trust to support a performance and customer-service-oriented culture
• – Customer focus to amaze customers at every turn by exceeding their expectations in terms of performance and product excellence

Equity Bank is seeking a talented Customer Lifetime Value Manager to drive growth and loyalty by increasing profitability, share of wallet, and delivering exceptional customer experiences.