Summary
Date Posted: Saturday, September 09 2023, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
• This function is responsible for management, analysis and rollout of customer upsell, win-back and retention campaigns. The main duty of the CVM Specialist is to produce, deliver and retain customer value while retaining and growing product usage/revenue by leveraging on below the line retention tactics and marketing campaigns.

Under the supervision of the Head – Digital Lending and Customer Value Management, the following are among the Job Key Responsibilities:
• Responsible for the ideation and deployment of Customer Value Management (CVM) campaigns and activities through the CVM team members. Lead in the design, implementation and execution of all BTL campaigns via multiple channels to achieve revenue targets.
• Responsible for the development and deployment of the CVM marketing campaign strategy in line with the fiscal and external event calendar (i.e. product launch and upsell activity, festive period giveaways, loyalty programs, etc.)
• To ensure the preparation and delivery of customers trends involving and not limited to Usage, Uptake, New to bank growth, customer win-back etc.
• Periodically present insights on customer base health from High Value to Low Value customers.
• Responsible for customer segmentation, targeting and positioning on Digital Customers into manageable dedicated customer buckets. The CVM specialist must develop base management strategy and implementation of activities across all segments for customer revenue enhancement, base retention and churn control.
• Manage the development and maintenance of various product affinity models important for highly targeted marketing that sees the upsell and cross sell of bank products and services. Develop statistical models to identify micro segments, social networks, propensity to buy and propensity to churn.
• To measure and report performance of all CVM campaigns and assess Conversion and Uplift against goals to determine ROI.
• To implement lead generation campaigns and measure and monitor results.
• Greatly associated with the production and vetting of business cases targeted at maintaining a healthy customer base important in boosting business returns. Actively ensure that business cases have positive ROI within the best possible time and still be able to deliver optimal value to the customer.
• Preparation of weekly and monthly customer KPI reports.
• Management and optimization of Outbound communication assets to ensure absolute efficiency in outbound call scenarios.
• Management, development and delivery of Outbound Call (OBC) scripts necessary for on the call purposes.
• Responsible for the end to end design & triggers of generic to adhoc engagements throughout the entire customer journey.
• Grow the value of the in-life revenue and loyalty of the customer base.
• Management and development of CVM capital, operational and campaign related budget.
• Management of the CVM Tool as well as it managed services such as the marketing (CVM Marketing) and technical (Campaign Manager) assets.
• Monitor and ensure all campaigns developed by CVM are reliably executed in systems and other customer touch points.
• Perform any other duties and responsibilities related to CVM as designated by the Head Digital Products, Marketing, Usage and Retention.
• Any other responsibilities or tasks as maybe assigned by management.

Requirements
Qualifications And Experience
• University Degree in Marketing, Computer Science, Engineering or any other relevant field.
• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
• Minimum of four (4) years’ working experience in Business Intelligence and Marketing
• Strong experience in customer experience and journey, churn retention, campaign management and customer lifecycle management.
• Strong technical acumen with proven experience working with large sums of data (with a large target audience).
• Strong commercial acumen (P&L, ROI, ARPU, Budgeting)

Job Core Competencies
• Excellent written and verbal communication skills.
• Strong research and analytical skills.
• Ability to autonomously, creatively and innovatively think
• Budget-management skills and proficiency
• Performance driven.
• Analytical skills to forecast and identify trends and challenges.
• Planning and operational skills.
• Familiarity with the latest trends, technologies and methodologies in graphic design, web design, production etc.
• Ability to work under pressure and deliver on deadlines.
• Understanding and proven knowledge of a wide range of marketing techniques, company’s current products and future concepts of banking sector.
• Accountability
• Team player
• Stakeholder Management

Work Hours: 8

Experience in Months: 48

Level of Education: Bachelor Degree

Job application procedure
• Interested and qualified? Click here to apply

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