Senior Manager, Customer Value Management at KCB Bank Kenya

The Position: 

Reporting to the Director, Digital Financial Services, the job holder is responsible to drive the onboarding, retention and churn management of online merchants, customers, and overall growth of Vooma wallets.

The role will also be responsible for the last mile customer, merchant, and agent support for all digital products. Leveraging on business intelligent systems (customer lifecycle / user experience data, complaints visualization and customer journey analytics) the role holder will be able to enhance, fine tune, segment and aim targeted customer value propositions to merchants and customers thereby driving up transaction size, transaction frequency and incidence.

Key Responsibilities:

• Revenue Targets: responsible for ensuring that DFS sales targets for DFS products are met within and across all identified digital channels also through growth of ARPU, ARPA and wallet P2P, B2C,C2B transactions.
• Onboard, Engage & Retain online merchants– Engage and develop onboarding programs, promotions, discounts, and incentives.
• Onboard, Engage & Retain Vooma wallets - Engage online customers and value chain participants of DFS products to upsell, cross sell and drive transactions frequency and transaction size. Drive up Vooma wallet adoption and usage through online recruitment programs, usage promotions, partner discounts and incentives programs.
• Develop and deploy customer lifecycle management programs and initiatives to scale and extend the lifetime value of DFS products
• Churn management – reactivate dormant accounts via data mining across DFS product portfolio.
• Aggressive cross-sell to existing Mobile Money and Vooma customers. Increase size & frequency of customer & merchant transactions across verticals of services.
• Drives Customer-Focused Practices: Uses understanding of customer needs to institute processes, procedures, partnerships, performance expectations, and training that will improve customer satisfaction and prevent service issues from occurring.
• Customer Support- Orchestrate the Final resolution stop (deep dive on issues) of merchants, agents & customer issues via branches, corporate, CX. Resolve key accounts issues for customers & merchants – reversals, system issues, equipment.
• Proactive engagement & training of branches, CX, merchants, agents & partners to drive uptake of new products. Includes monitoring & teething issues closure. UATs for new services & co-ordinate branch support from inception to launch.
• Ensuring DFS online merchant penetration targets are achieved based on agreed DFS digital GTM platforms and channels.
• Develop and Embed CVM & online sales and customer engagement tracking tools & KPIs (ARPU / ARPA, IBRO, Txn size, Txn vols, Churn rates).

The Person:

For the above position, the successful applicant should have the following:

• Bachelor’s degree in Commerce, Computer Science, Information Technology, Statistics, Data Science, Business, or related field.
• 10 years relevant work experience with at least 7 years’ experience in customer value management.
• 5 years’ experience in a management role.
• Experience in customer journey mapping, user experience testing and go to market execution.
• Experience in Mobile Money or Payments or Lending Platform Support.
• Strong interpersonal and communication skill

To be considered your application must be received by Monday 31st October 2022.