The CRM Manager will spearhead customer relationship management strategies for a fast-growing digital bank. This role is pivotal in driving customer engagement, retention, and lifetime value through personalized, data-driven campaigns and seamless customer experiences. The ideal candidate will have a deep understanding of CRM systems, customer segmentation, and the unique dynamics of African markets, particularly in the fintech or banking sector.
Key Responsibilities
CRM Strategy Development to Design and implement a comprehensive CRM strategy to enhance customer acquisition, retention, and loyalty. to Develop personalized customer journeys based on behavioural and demographic data to drive engagement and conversions.
Campaign Management to Plan, execute, and optimize multi-channel CRM campaigns (email, SMS, push notifications, in-app messaging) tailored to local market preferences and cultural nuances. to Leverage A/B testing and analytics to improve campaign performance and ROI.
Customer Segmentation & Personalization to Utilize data analytics to segment customers based on transaction history, preferences, and lifecycle stages. to Deliver hyper-personalized content and offers to enhance customer satisfaction and reduce churn.
CRM Platform Management to Oversee the implementation, customization, and maintenance of CRM platforms (e.g., Customer.io, Salesforce, HubSpot, or similar). to Integrate CRM systems with other bank platforms (e.g., core banking systems, mobile apps) to ensure a unified customer view.
Data Analysis & Reporting to Monitor and report on key CRM metrics (e.g., customer retention rate, NPS, CLV, churn rate). to Provide actionable insights to senior management to inform product development and marketing strategies.
Compliance & Data Privacy to Ensure all CRM activities comply with local data protection regulations to Safeguard customer data and maintain trust through transparent and ethical practices.
Cross-Functional Collaboration to Work closely with marketing, product, and technology teams to align CRM initiatives with broader business objectives. to Partner with customer support to address pain points and improve customer satisfaction.
Market Insights & Localization to Stay informed about local market trends, customer behaviors, and competitive and scopes within an African context. to adapt CRM strategies to reflect linguistic, cultural, and economic differences across the three markets.
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