Growth Manager, SME Segment at NCBA Group

Job Purpose Statement

The Growth Manager - SME Segment is responsible for driving activation, engagement, retention, product penetration and revenue growth across LOOP's small and medium enterprise (SME) merchant portfolio. This covers formal and growing businesses in both goods and services, including retailers, wholesalers and distributors, hospitality, healthcare, education, professional services, transport and logistics operators, and multi-branch businesses that have outgrown micro-merchant solutions.

To scale the LOOPBIZ platform, LOOP DFS works with established financial institutions, mobile network operators and other partners to offer a comprehensive suite of financial services. The role sits at the intersection of payments, credit, product monetisation, distribution and marketing, and is accountable for retention and growth strategies that deliver consistent revenue growth and customer loyalty within the SME segment.

The role holder partners with internal stakeholders to understand SME behaviour (payment acceptance and collections, supplier and payroll payments, invoicing and receivables, working capital cycles and multi-branch operations) and delivers retention-focused cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programmes, and Customer Value Proposition (CVP) enhancements tailored to SMEs.

The role holder leads a team of SME Growth Officers who execute and scale retention campaigns and credit qualification across the SME customer journey. The main objectives are to increase monthly active SME merchants and monthly recurring revenue, optimize customer lifetime value, reduce revenue churn, drive credit qualification (OD, Term Loans) and grow expansion revenue within the SME portfolio.

The role also oversees partnerships with banks and financial institutions offering LOOP Merchant as a platform, and tracks and reports on SME portfolio performance, providing regular insight and strategic recommendations to the Head of Payments Business and senior leadership.

Job Specifications
Academic

• University Degree in Business, Commerce, Finance, Economics, Computer Science, or related field.
• MBA or Master's degree in a business field is desirable.
• Customer Growth Management Nano Degree Certification is an added advantage.
• Digital Marketing Nano Degree Certification is desirable.

Work Experience

• At least 8 years of work experience, three of which should have been in a senior commercial management role within a Fintech, Bank, or Telecommunications organisation, with direct experience in Merchant lending, digital credit, or retail financial services growth.