Usage and Retention Manager; Digital Sales Job Opportunity at NMB Bank

Usage and Retention Manager; Digital Sales Job Opportunity at NMB Bank

NMB Bank

Dar es Salaam

Usage and Retention Manager; Digital Sales (1 Position(s))

Job Location :Head Office, Hq

Job Purpose:

Create NMB Digital customer base management strategy for NMB bank and delivery thereof through various customer value management activities and initiatives.

Main Responsibilities:

• Analyse customer data for insights to implement and execute a customer value management strategy to maximise customer lifetime value and the contribution of the customer base to overall services revenue.
• Lead the business transformation to embed CVM and data driven decision-making principles and culture across the organization.
• Support the implementation of all CVM campaigns e.g. upsell NMB customers to transact more, cross-sell NMB into the other services, inactivity and churn management campaigns, real time contextual trigger campaigns.
• Customer insight analysis
• End to end campaign management in terms of operations & execution
• Creation & execution of campaigns within the agreed timelines
• Collaborate with product owners and other stakeholders for gathering requirements and translating them into campaigns after doing a feasibility check and preparation of business requirement specification (BRS)
• Campaign configuration, User Acceptance Testing (UAT), business rules validation, prioritization, launch and post launch monitoring
• Collaborate closely with internal and external(vendors), support teams to ensure campaigns are running as expected as well as facilitating fixing any technical issues affecting ongoing campaigns within agreed SLAs
• Support the availability of data for reporting of CVM campaigns and initiatives performance
• Create/maintain all campaign related documentation (Briefs, Change logs, Business Cases, UAT documents, BRS)
• Maintain processes, templates, and other documents that support best practices
• Regular review of campaign platform, capabilities, integrations, and channels with technical/business steams to give recommendation on future enhancements and improvements to support business needs
• Implement and manage a holistic blueprint for campaign management & fulfilment by scoping out the datamart layer all the way to the fulfilment layer.
• Integrate output through campaign management, charging and fulfilment platforms, by translating CVM objectives to IT / Technical teams.

Knowledge and Skills:

• In-depth knowledge of bank alternative channels business, understanding of banked and unbanked customer base, market segments, pricing, products & services,
• Knowledge of government policies relating to banking, BOT regulations, -bank policies & procedures.
• Data Analytics
• SAP BI, Python, R, SQL.
• A proven self-starter with ability to work under high pressure environment.
• A results driven team player with a willingness and ability to work in a dynamic working environment.
• Problem-solving; Project management; Data analysis skills.
• Strong communication, presentations, and negotiation skills.

Qualifications and Experience:

• Bachelor’s Degree in Computer Science/Computer Engineering/Statistics/Economics/Finance/IT
• MBA or any Master’s degree in Business related field is an added advantage.
• 4 years working experience in similar environment
• Telecom Usage &Retention experience is Mandatory
• Data Analytics Knowledge (Languages)

– SQL language
– SAP analytics tools (especially SAP Webi)
– Strong knowledge on Microsoft Excel
– Python/R programming language will be of an added advantage

NMB Bank Plc is an Equal Opportunity Employer. We are committed to creating a diverse environment and achieving a gender balanced workforce.
Female candidates and people living with disabilities are strongly encouraged to apply for this position.

NMB Bank Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.

Only shortlisted candidates will be contacted.

Job opening date : 20-May-2024Job closing date : 03-Jun-2024

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