Senior Manager - Customer Lifecycle Management

Job Summary

The Senior Manager - Customer Lifecycle Management, will effectively leverage customer data, collaboratively work with countries to optimize customer interactions, and deliver enhanced customer value consistently on a Pan-African Region (AR) basis. The capability serves as a centralized hub that focuses on customer centric strategies and ensures consistent practices across different countries.

Financial & Growth Performance: To collaborate with countries to deliver the Pan-AR portfolio customer, revenue and profit targets in line with overall AR PPB and BB MTP, STP and growth objectives.

Data Integration and Analytics: Collaborate with countries and the data capability to integrate customer data from various sources across different countries and use advanced analytics techniques to gain insights into customer behavior, preferences, and needs. This will help in segmenting customers effectively, identifying cross-selling and upselling opportunities, and delivering personalized experiences.

Customer Targeting: Collaborate with Marketing teams to develop strategies and toolkits to target specific customer segments with personalized offerings and tailored marketing campaigns that resonate with their unique needs, to drive upsell, cross sell and retention.

Performance Measurement and Reporting: Establish clear metrics and KPIs to measure the success of customer value management initiatives at a Pan-AR level. Develop comprehensive reporting mechanisms that provide insights into customer satisfaction, retention, cross-selling, and overall business impact.

Knowledge Sharing and Collaboration: Facilitate knowledge sharing and collaboration among teams across different countries, enabling the exchange of best practices, successful strategies, and lessons learned. This will help in fostering a culture of continuous improvement and innovation.

Talent Development: Collaborate with countries to build a team of skilled professionals with expertise in customer analytics, marketing, and technology. Ensure leveraged Investment in training and development programs to enhance countries capabilities and keep them updated with the latest industry trends and best practices.

Continuous Improvement: Foster a culture of continuous improvement by regularly evaluating the effectiveness of CLM strategies, measuring customer feedback, and seeking opportunities to enhance customer value across all countries of operation.

Education

Postgraduate Degrees and Professional Qualifications (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised