Equity Bank
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.
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