Head, Customer Interaction at Wema Bank Plc

Job Summary

• The Ideal candidate would in charge developing strategies to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.

Job Description

• Collect and analyze information related to customer happiness and use collated information to develop and implement strategies or programs that would enhance all interactions across all customer touchpoints.
• Monitor and measure customer interactions and social media activities, as well as make recommendations that would place the Wema Brand foremost in the customer’s mind.
• Develop strategies to increase digital adoption including developing digital solutions and educating, incentivizing and empowering customers to get accustomed to our digital solutions.
• Create an omni-channel experience across all our service points/ digital channels.
• Create a framework for identifying pain points across all customer touchpoints and put in place processes that will enable the speedy resolution of complaints.
• Develop a process for proactive issue identification and resolution bank wide.
• Work closely with employees across all functions, developing customer communication and engagement standards to achieve outstanding results.
• Create a consistent and informative customer engagement process that speaks to an appropriate tone, engagement model and provides up-to-date information.
• Educate, enlighten, and expose customers to changes / new trends in the industry, to guide expectations and interactions.

Job Experience

• 8-10 years proven working experience as a Head Customer Service/Customer Interaction Manager.
• Candidates from other Financial institutions would be most preferred.
• Working knowledge of CRM software.
• Ability to think strategically and to lead.
• Awareness of industry’s latest technology trends and applications.