Group Head, Customer Loyalty, Retention & Engagement

  • Full Time
  • Anywhere
  • Posted 2 months ago

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


  • – 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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