Customer Management & Experience Officer Vacancy at CVPeople Tanzania

Customer Management & Experience Officer Vacancy at CVPeople Tanzania

CVPeople Tanzania | Full time

Dar es salaam, Tanzania | Posted on 06/12/2023

Responsibilities

The Growth and Retention Manager lives at the intersection of marketing and product development, and is responsible for creating and implementing growth plans for existing customers and design retention strategies that achieve consistent revenue growth and customer loyalty.

They collaborate with the Data Science team to understand customer behavior and thus achieve growth and retention focused cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements. The role holder is responsible for revenue growth. They must implement a framework for prioritizing growth and retention specific initiatives.

The Customer Experience manager role applies to issue analysis, investigation and resolution processes to provide resolution to customer issues while seeking to proactively and continuously improve support to the Digital Business’ internal and external customers. The incumbent will proactively identify systemic issues that need to be resolved to prevent future customer concerns.

Financial

• Achieve of set revenue targets through the implemented growth and retention initiatives and activities.
• Monitor and review business performance and apply intervention strategies to ensure achievement of business growth.
  Customer
• Develop and implement robust growth and retention framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as
• Customer Value Proposition (CVP) enhancements.
• Build and maintain customer loyalty through an engaging and attractive reward programs.
• Analyze and segment target markets to determine the appropriate growth and retention initiatives to execute to attain business plans.
• Develop and execute CVM strategies to ensure customer engagement and activity.
• Internal business processes
• Develop and manage robust competitor tracking systems to remain abreast of the market and the players.
• In line with this, identifying and analyzing new offerings from other banks and Fintechs in the market place proactively.
• Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.
• Proactively participate in organization projects.
• Audit, Compliance and Risk Management.
• Audit issues closed upon identification, or within the agreed time frames, whichever is shorter. Nil repeat findings.

Knowledge and Experience

• University degree Upper Second or Equivalent
• Relevant professional qualification in Marketing would be an advantage
• 8 years’ work experience in a financial services environment handling Marketing, PR or Business Development responsibilities.
• Prior experience in the development of growth and retention programs would be preferred.
• Ability to manage cross-functional processes to develop customer value propositions and how they are positioned to grow and retain customers.
• Ability to leverage data analytics capability into understanding customer behavior and using the outcomes to inform customer growth and retention initiatives and product enhancements.
• Fluent in the full spectrum of Customer Value Management (CVM) systems.
• Ability to use imagination and new ideas to solutions. Can formulate new ideas or to adapt or use existing ideas in a new or unexpected way to solve problems.
• Ability to define appropriate measurements for growth and retention plans and use data analytics to inform effectiveness

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