• Application Deadline: Fri, 22 Apr 2022 00:00:00 GMT
• Position: Unit Head, Segment & Value Propositions


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 5 years


• Location Lagos


• Job Field Banking  , Finance / Accounting / Audit 

Job Description

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  Drive the customer segments strategy and set strategic objectives per customer segment

  
  


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  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

  
  


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  Identify the ideal customer mix/shape to deliver the customer segments strategic plan

  
  


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  Manage profit & loss financials at customer level, and all critical Key Value Drivers (KVDs) associated with segment performance including segment profitability

  
  


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  Drive cross-functional engagement to ensure customer centricity (horizontal alignment)

  
  


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  Ensure maximized penetration into customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer

  
  


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  Design and monitor the delivery of a world-class strategy for customer on-boarding, retention and attrition management

  
  


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  Take active custody of customer satisfaction scores and requisite action plans

  
  


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  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

  
  


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  Carry out customer behavioral analyses to understand response and purchase patterns, as well as channel preference

  
  


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  Drive the development of customer journey maps, lifecycles/life-stages and personas for each customer segment

  
  


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  Conduct market research, customer research and market test experiments to ensure the delivery of world-class customer propositions

  
  


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  Maintain up-to date market data including market share statistics per segment and competitive positioning

  
  


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  Monitor an active customer database and devise strategies to remediate this as required

  
  


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  Monitor customer churn for each segment and implement strategies to remediate this as required

  
  


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  Employ decision analytics in designing customer propositions and contact programs

  
  


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  Analyze and create a business case for proposed micro segments identified by the analytics team.

  
  


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  Ensures all customer solutions and offers are proposition-led and in line with FirstBank’s defined service levels

  
  


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  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

  
  


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  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

  
  


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  Drives the segments strategy, from a customer experience perspective, for the retail, commercial and corporate banking functions and set strategic objectives per customer segment

  
  


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  Creates strategies needed to meet target NPS for FirstBank

  
  


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  Lead and provide thought leadership in the development and implementation of new business development strategies, policies, and procedures

  
  


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  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

  
  


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  Work with internal teams (e.g. product, operations, finance, IT) to drive development of technology and processes to deliver unique partnerships

  
  


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  Negotiate complex partner and product integrations

  
  

JOB REQUIREMENTS

Education

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  Minimum of Bachelor’s Degree in any discipline

  
  

Experience

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  Minimum of 5 years relevant experience

  
  


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  Experience with relationship management, e-business products and processes and sales

  
  

KEY COMPETENCY REQUIREMENTS

Knowledge

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  Customer Value management

  
  


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  Project management

  
  


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  FirstBank's products and Services

  
  


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  Sales

  
  


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  Industry knowledge

  
  


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  Relationship Management

  
  


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  E-Business products knowledge

  
  


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  General Banking products knowledge

  
  

Skill/Competencies

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  Negotiation skills

  
  


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  Excellent verbal and written communication skills

  
  


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  Creative Skills

  
  


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  Problem solving ability

  
  


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  Presentation Skills.

  
  


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  Stakeholder Management

  
  


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  Effective time management and prioritization skills

  
  


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  Strong analytical skills.