Customer Loyalty Partner at NCBA Group

Job Purpose Statement

The Customer Loyalty Partner is responsible for driving an enterprise wide loyalty program for customers across the Bank’s products and services with a focus to attract new customers, increase products penetration, customer engagement and retention.

Key Accountabilities (Duties and Responsibilities)

Financial 25% 

• Growth of Customer Lifetime Value
• Increased partnership spend

Internal business processes 25% 

• Collaborate with business to identify partnership opportunities
• Collaborate with business to drive Customer Loyalty through targeted product and behavioural campaigns
• Centralize customer rewards tracking via a rewards log/ register.
• Project planning and tracking
• Annual loyalty budget planning and tracking

Customer 40% 

• Define, implement and manage a loyalty roadmap/system for customers across all segments.
• Identify and initiate relationships with brand and segment aligned partners and prepare account management plans for each.
• Define, implement and manage branded experiences that will drive customer engagement and CLV.
• Design an annual calendar of engagements and offers that will be exclusively available for NCBA customers aimed at improving loyalty.
• Provide periodic reports (postcampaign/event/rewards/spend/redemption)
• Create and monitor a communication strategy to support the branded experiences and ensure it’s embedded across all interaction points with the aim of
• driving customer revenue, engagement and lifetime value.
• Build, execute, and oversee various promotional, event and loyalty initiatives; own corresponding KPIs and reporting to internal teams and stakeholders.
• Conduct Market and Industry research to understand growing trends and recommend future program developments.

Learning and growth 5% 

• Ensure customer-facing staff and all staff across all areas of business have access to appropriate training and information to be able to efficiently resolve all loyalty customer queries.

Ideal Job Specifications

Academic:

• Bachelor's Degree in Business, Marketing, Communications, or related field

Professional:

• Experience in a customer-centric, data-driven marketing role, preferably within
• CRM/Loyalty
• Experience in Project Management
• Proficient in use of relevant MS Office applications.

Desired work experience:

• At least 4 years working experience in a Loyalty, Marketing and/or customer service environment
• Experience in the development of customer loyalty initiative