The Head, Customer Growth, Experience & Collections reflects ownership of customer value creation, customer retention, collections, customer intelligence, and revenue growth. The Role ensures full maximization of the lifetime value of the Bank's customers by leading customer acquisition support, customer engagement, customer experience, collections, customer intelligence, customer retention, digital adoption, and customer growth initiatives that improve profitability, portfolio quality, and customer loyalty while delivering exceptional service. The role is responsible for managing the entire customer lifecycle from onboarding through growth, retention, recovery, and advocacy
Job Details
Customer Growth and Commercial Enablement: Develop strategies to increase customer acquisition, activation, engagement and retention. Grow wallet share, drive cross-selling and up-selling of Bank products, convert customer interactions into revenue opportunities, and support Sales and Business Development with customer intelligence.
Customer Experience Management: Lead the design and continuous improvement of the Bank's customer experience, including journey mapping, service quality, complaint resolution governance, and measurement of customer satisfaction, Customer Effort Score and Net Promoter Score (NPS).
Customer Lifetime Value (CLV) Management: Own the economic value of the customer base through profitability analysis, segmentation, retention strategies, high-value customer management, dormant customer reactivation and portfolio optimisation. Develop differentiated strategies for Premium, Salary, SME, Loan, High-Risk and Dormant customers.
Customer Analytics and Business Intelligence: Establish a Customer Intelligence capability to monitor customer behaviour and trends, measure campaign effectiveness, identify churn risks and produce insights for management. Publish a monthly Customer Health Dashboard covering active and dormant customers, growth, attrition, CLV, NPS, complaint trends and revenue opportunities.
Customer Retention and Loyalty: Implement retention programmes, including an engagement calendar, financial literacy campaigns, appreciation initiatives, and referral, loyalty and rewards programmes, to increase repeat business, advocacy, referrals and long-term relationships.
Collections: Manage early-stage collections, monitor repayment behaviour, develop recovery strategies and support customers before default. Work with Credit Risk to improve portfolio quality and reduce Portfolio at Risk (PAR).
Customer Success Management: Develop Business Concierge services for high-deposit customers, large borrowers, SMEs and strategic partners, and manage relationships proactively to increase engagement and wallet share and prevent attrition.
Digital Customer Growth: Partner with Technology, Product and Marketing to increase digital adoption through mobile banking, digital transactions and self-service channels, and support CRM implementation.
Technology and Customer Automation: Champion service automation initiatives, including CRM, a Customer 360° view, chatbots, a knowledge base, customer notifications and workflow automation.
Leadership: Lead and develop the Customer Growth and Experience team, build a customer-centric culture, coach direct reports, establish departmental KPIs, and drive collaboration across Commercial, Operations, Risk and Technology.
Requirements
Qualifications and Requirements
Bachelor's degree in business administration, Marketing, Economics, Finance or a related field; Master's degree or MBA is an added advantage.
5 to 7 years' experience in client success, customer experience, with at least 2 years in a leadership role preferably in the banking sector.
Proven experience in building and leading client success initiatives that improve retention, satisfaction, advocacy and long-term client value.
Strong knowledge of client lifecycle management, including onboarding, activation, engagement, retention and reactivation of dormant clients.
Working knowledge of early-stage collections and portfolio quality management.
Experience implementing or managing CRM platforms, client 360° views and service automation tools such as chatbots and workflow automation.
Familiarity with CBN regulations and requirements applicable to microfinance banks.
Proven ability to translate client insights into practical strategies and to collaborate effectively with Credit Risk, Operations, Technology and Sales teams.
Strong leadership, stakeholder management, communication and presentation skills.