Unit Head, Segment & Value Propositions at First Bank

Job Description

• Drive the customer segments strategy and set strategic objectives per customer segment.
• Ensure all customer solutions and offers are proposition-led with wealth as a core component, leveraging First Bank’s credentials and capabilities, coupled with a level of service superior to competitors, to create a sustainable, differentiated, competitive position.
• Identify the ideal customer mix/shape to deliver the customer segments strategic plan.
• Manage profit & loss financials at customer level, and all critical Key Value Drivers (KVDs) associated with segment performance including segment profitability.
• Drive cross-functional engagement to ensure customer centricity (horizontal alignment).
• Ensure maximized penetration into customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer.
• Design and monitor the delivery of a world-class strategy for customer on-boarding, retention and attrition management.
• Take active custody of customer satisfaction scores and requisite action plans
• Timely proposition design/development for all the key customer segments (existing and new), with tailored products, service, marketing and distribution elements to match the needs of each customer segment
• Carry out customer behavioral analyses to understand response and purchase patterns, as well as channel preference.
• Drive the development of customer journey maps, lifecycles/life-stages and personas for each customer segment.
• Conduct market research, customer research and market test experiments to ensure the delivery of world-class customer propositions
• Maintain up-to date market data including market share statistics per segment and competitive positioning.
• Monitor an active customer database and devise strategies to remediate this as required.
• Monitor customer churn for each segment and implement strategies to remediate this as required.
• Employ decision analytics in designing customer propositions and contact programs.
• Analyze and create a business case for proposed micro segments identified by the analytics team.
• Ensures all customer solutions and offers are proposition-led and in line with FirstBank’s defined service levels.
• Oversees the identification of opportunities to acquire and grow customer relationships, across all business units, and increase their profitability through improved targeting, best-in-class product/services, motivated sales force, and appropriate channel strategies.
• Determine the need and monitor our competitive position through market research, data analysis and feedback from customer insight & analytics and the customer experience team, and analyse information gathered to develop strategies that increase the customer base and our share of wallet, improve retention and grow market share.
• Drives the segments strategy, from a customer experience perspective, for the retail, commercial and corporate banking functions and set strategic objectives per customer segment.
• Creates strategies needed to meet target NPS for FirstBank.
• Lead and provide thought leadership in the development and implementation of new business development strategies, policies, and procedures.
• Supervise the development and management of loyalty and retention campaigns profitably with a view to enhancing the bank’s products uptake, usage and customers’ retention.
• Work with internal teams (e.g. product, operations, finance, IT) to drive development of technology and processes to deliver unique partnerships
• Negotiate complex partner and product integrations.

Job Requirements
Education:

• Minimum of Bachelor’s Degree in any discipline.

Experience:

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

Key Competency Requirements:

Knowledge:

• Customer Value management
• Project management
• FirstBank's products and Services
• Sales
• Industry knowledge
• Relationship Management
• E-Business products knowledge
• General Banking products knowledge

Skill / Competencies:

• Negotiation skills
• Excellent verbal and written communication skills
• Creative Skills
• Problem solving ability
• Presentation Skills.
• Stakeholder Management
• Effective time management and prioritization skills
• Strong analytical skills.