Retention and CX Business Manager at First Bank

DUTIES & RESPONSIBILITIES

Retention Program Execution

• Develop and implement retention frameworks targeting specific customer segments.
• Recommend retention campaigns messages and target customers for campaign execution.
• Build and maintain churn and dormancy reactivation programs with measurable results.
• Operationalize loyalty and rewards initiatives to drive product uptake and engagement.

Customer Insights & Predictive Analytics

• Develop churn prediction models and customer lifetime value analytics.
• Use behavioral, transactional, and unstructured data (including sentiment analysis) to detect attrition risks.
• Conduct in-depth segmentation to enable hyper-targeted retention campaigns.
• Convert analytics into actionable recommendations for relationship managers, marketing, and product teams.

Lifecycle Management & Campaign Execution

• Implement win-back strategies for dormant and inactive customers.
• Coordinate retention campaigns across branch, digital, call center, and relationship management channels.

Stakeholder Collaboration & Cross-Functional Alignment

• Partner with Product, Marketing, Service Quality, and Data teams to deliver customer-focused retention programs.
• Support frontline staff with actionable insights and engagement recommendations.
• Align retention activities with customer experience improvements and product launches.

Market Intelligence & Competitive Positioning

• Monitor competitor retention activities and industry trends.
• Maintain segment-level retention dashboards and market share analysis.

Performance Tracking & Continuous Improvement

• Define and monitor KPIs such as churn rate, NPS uplift, campaign ROI, and share of wallet growth.
• Review retention initiatives quarterly, applying lessons learned for continuous improvement.
• Ensure compliance with data privacy, regulations, and internal policies in all retention efforts.
• Monitor and evaluate retention initiative results on a monthly and quarterly basis.
• Refine targeting, messaging, and campaign structures based on performance trends.
• Ensure all activities meet compliance, data privacy, and internal policy standards.

JOB REQUIREMENTS

Education

• Minimum Education: First degree in related discipline

Experience

• Minimum of 5 years’ relevant experience
• Experience with relationship management, e-business products and processes and sales