Manager, Digital Acquisition, Engagement & Customer Value Management at KCB Bank Kenya

KEY RESPONSIBILITIES: 

Drive Digital Customer Acquisition

• Develop and implement strategies to attract and convert new digital customers and merchants, expanding the Vooma wallet user base and cross selling other Vooma propositions.

Enhance Customer Engagement

• Create and execute initiatives to deepen customer engagement, ensuring sustained interaction with Vooma wallets using customer value management tools.

Maximize Customer Lifetime Value (CLV)

• Utilize business intelligence and data analytics to increase the lifetime value of customers, focusing on long-term profitability.

Optimize User Experience

• Continuously improve the user experience by simplifying customer journeys and ensuring a seamless interaction with the Vooma platform.

Manage Churn and Retention

• Develop and implement strategies to reduce customer churn and increase retention, fostering long-term loyalty to the Vooma ecosystem.

Leverage Data-Driven Insights

• Use data and analytics to inform decision-making and enhance the effectiveness of acquisition, engagement, and retention strategies.

Resolve Customer Complaints

• Oversee the resolution of customer complaints, ensuring high levels of satisfaction and preventing negative impact on customer retention and improve the net promoter score (NPS) 

Increase Vooma Wallet Usage

• Drive the growth of Vooma wallet activity, focusing on increasing customer transaction counts, ticket sizes, and monthly active users (MAU).

Optimize Revenue Per User

• Focus on increasing the average revenue per user (ARPU) through targeted campaigns and value-added services.

Monitor and Report Performance Metrics

• Regularly track and report key performance indicators (KPIs) such as customer acquisition rates, engagement levels, CLV, MAU, ARPU, and churn/dormancy rates to ensure alignment with business goals. undertaken

The successful candidate should have the following:

• A bachelor’s degree in commerce/business Related Field / IT/ statistics / Data science 
• Professional certification from a recognized professional body will be an added advantage
• At least five years in managerial experience in  digital customer acquisition
• At least three  years relevant work experience with specific experience in:
  • Experience in Customer relationship management (CRM) and customer lifecycle management
  • Experience in digital platform engagement, retention and churn reduction
  • Experience in driving revenue growth and commercial acumen
  • Experience in Go-To-Market strategies
  • Experience in customer experience
  • Experience in fintech/ digital financial services
  • Experience in data analytics and business intelligence
  • Experience in customer journeys optimization
  • Experience in brand management / product management