CAREER OPPORTUNITY

Applications are invited from suitably qualified candidates to fill the following position tenable at Head Office, Blantyre.

HEAD OF SEGMENTS & CUSTOMER VALUE MANAGEMENT

Reporting to the Chief Executive Officer, the successful candidate will be responsible for developing and executing customer segmentation and value propositions to drive growth, new customer acquisition, and long-term loyalty, retention, and profitability through tailored, value-driven banking solutions, strong customer relationships.

Key Responsibilities

• Develop and implement comprehensive customer segmentation frameworks.
• Develop and implement segment-specific strategies to achieve business objectives.
• Develop and implement comprehensive CVM strategies aligned with business objectives.
• Identify opportunities to increase customer lifetime value, retention, and revenue.
• Oversee customer journey mapping to improve customer experience and satisfaction.
• Oversee the Bank’s complaint handling processes in line with regulatory expectations and customer outcomes
• Lead initiatives focused on customer loyalty, retention, and lifetime value.
• Develop strategies to enhance customer engagement, loyalty, and retention.
• Identify strategic partnerships to enhance segment offerings.
• Understand the market trends and specific needs of the target segments.
• Lead customer data analysis to inform segmentation, targeting, and positioning.
• Undertake Segment performance reviews to ensure financial targets are achieved for bank’s products and services in liaison with Channel Owners and Product Owners.
• Develop targeted marketing campaigns to acquire and retain segment customers.
• Facilitate trainings as needed on bank’s products, services, and programs.

Technical Skills/Competencies

• Strong analytical and problem-solving skills.
• Strong understanding of market segmentation techniques and customer value propositions.
• Analytical skills.
• Understanding of the Bank processes and procedures.
• Digital Certified (Where applicable).
• Customer focused and innovator.
• Decision making.
• Basic understanding of IT systems.
• Planning and organizing.
• Result-oriented.

Qualifications and Requirements

• A degree in Business, Strategy, or equivalent.
• 8+ years of experience in retail banking, customer value management, propositions, marketing or a related field.
• Proven track record in segment management or strategy development and executing CVM strategies Certifications in data analytics or digital marketing are advantageous.
• Experience in end-to-end product development and management.
• Experience with digital banking technical operations
• Familiarity with data analytics tools.
• Familiarity with customer relationship management (CRM) systems.

• Develop and implement comprehensive customer segmentation frameworks.
• Develop and implement segment-specific strategies to achieve business objectives.
• Develop and implement comprehensive CVM strategies aligned with business objectives.
• Identify opportunities to increase customer lifetime value, retention, and revenue.
• Oversee customer journey mapping to improve customer experience and satisfaction.
• Oversee the Bank’s complaint handling processes in line with regulatory expectations and customer outcomes
• Lead initiatives focused on customer loyalty, retention, and lifetime value.
• Develop strategies to enhance customer engagement, loyalty, and retention.
• Identify strategic partnerships to enhance segment offerings.
• Understand the market trends and specific needs of the target segments.
• Lead customer data analysis to inform segmentation, targeting, and positioning.
• Undertake Segment performance reviews to ensure financial targets are achieved for bank’s products and services in liaison with Channel Owners and Product Owners.
• Develop targeted marketing campaigns to acquire and retain segment customers.
• Facilitate trainings as needed on bank’s products, services, and programs.

• Strong analytical and problem-solving skills.
• Strong understanding of market segmentation techniques and customer value propositions.
• Analytical skills.
• Understanding of the Bank processes and procedures.
• Digital Certified (Where applicable).
• Customer focused and innovator.
• Decision making.
• Basic understanding of IT systems.
• Planning and organizing.
• Result-oriented.

• A degree in Business, Strategy, or equivalent.
• 8+ years of experience in retail banking, customer value management, propositions, marketing or a related field.
• Proven track record in segment management or strategy development and executing CVM strategies Certifications in data analytics or digital marketing are advantageous.
• Experience in end-to-end product development and management.
• Experience with digital banking technical operations
• Familiarity with data analytics tools.
• Familiarity with customer relationship management (CRM) systems.