CRM Analyst, Customer Experience at NCBA Group

To champion CRM usage across the Bank through training, constant performance monitoring, and reporting of usage statistics. Through discussions with different business units, coordinate relevant changes to the system to increase efficiency and automate workflows with the aim of enhancing Customer Experience.

Financial 10%

• Support usage of the CRM sales module for pipeline management and increased conversion of leads to closed opportunities

Internal business processes 40 %

• Monitor active workflows in the CRM system to ensure that they are working as per Business expectations
• Coordinate CRM training for all departments, both Business & Support
• Assist various departments to improve on their system usage through raising change requests based on their functional needs
• Assist in the preparation of analysis and business reports; this will include both retail/sales and customer behavior data

Customer 40% 

• Develop data sets to assist Business teams in creating unique and specialized marketing campaigns to increase product uptake
• Ensure system integrations for customer data import are optimal
• Work with system administrators to ensure that customer data imported on CRM is accurate
• Monitor customer management workflows in the system to ensure maximum and most effective customer engagement for all segments
• Perform data analyses and post activity evaluations to deliver customer insights and make recommendations

Learning and growth 10%

• Attend trainings scheduled by the HR training & development unit
• Take courses to improve relevant skills required to perform the role optimally

Ideal Job Specifications

Academic:

• University student in Business or Marketing related discipline
• Professional: Data analytics qualifications desirable
• Desired work experience: Minimum 1 year experience in Banking, Data Analytics and/or Customer
• Experience: Experience in CRM Utilization and Analysis is an added advantage 

NCBA Core Value Behaviours (Performance Drivers)

• Driven: Passionate, makes bold decisions and learns from failures. Seeks new challenges and appreciates different views, constantly raising the bar. Explore full potential.
• Open: Candid, honest and transparent. Listen to others and our clients. Inclusive and always respect others.
• Responsive: Proactive, acts quickly and resolutely to deliver results. Puts our customer’s interests at the heart of all that we do. Keep it simple and seeks new ways to improve.
• Trusted: As a trusted partner, do what is morally right always. Keep our word.
• Accountable and believe

Technical Competencies

• Good analytical skills to establish thematic challenges that can be addressed on the CRM System
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.

Technical skills to effectively perform and guide CRM

• testing/implementation activities and tasks in a manner that consistently achieves high quality standards or benchmarks.
• Knowledge and understanding of relevant products and services
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Effective training skills

Behavioral Competencies

• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage stakeholders who impact
• performance.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Proactive, confident, energetic and able to work under pressure with a positive attitude; excellent interpersonal skills and good decision making skills.
• Ability to plan and organize self and work in order to achieve objectives and targets and able to overcome obstacles and move forward.