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First Bank of Nigeria Limited (FirstBank) is Nigeria’s largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN 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.
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