23 Feb 2022

Senior Usage and Retention Manager Digital Sales at National Merchant Bank (NMB)

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Job Description

Job Purpose:

Create NMB Digital customer base management strategy for NMB bank and delivery thereof through various customer value management (CVM) activities and initiatives; Analyse customer behaviour and create, execute, and monitor direct marketing campaigns that will maximise the customer’s lifetime value through increasing their engagement and growing their revenues/margins.
To manage;

(a) Campaign configuration, execution, and monitoring
(b) Ensure CVM campaigns drive the base management KPIs (Incremental revenue, Engagement (Cross sell/Up sell), Inactivity management
(c) Create Campaign Business Case and ensure Return on Investment on the campaigns

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 campaign management in terms of operations & execution
  • 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 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
  • Maintain processes, templates, and other documents that support best practices
  • Regular review of campaign platform, capabilities, integrations, and channels with technical/business streams 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
  • 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/ Data Warehouse (DWH) mandatory
  • SAP BI, Python, R, SQL., Microsoft Excel
    – Python/R programming language will be of an added advantage
  • A proven self-starter with ability to work under high pressure environment and problem-solving skills.
  • A result driven team player, personality with a willingness and ability to work in a dynamic working environment.
  • Data analysis skills.
  • Project management Skills.
  • Strong character in communication, presentations, and negotiation skills.
Qualifications and Experience:
  • University Degree in Business or related field
  • MBA or any Masters’ degree in Business related field is an added advantage.
  • 5 years working experience in similar environment
  • Telecom Usage & Retention experience is Mandatory
Experience :
5.0 Year(s)
Job opening date : 21-Feb-2022
Job closing date : 07-Mar-2022
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Method of Application

Submit your CV and Application on Company Website : Click Here

Closing Date : 7th  March, 2022.

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