Job Purpose:

Onboarding, retention and churn management of online merchants, customers, and overall growth of the DFS Business lines. 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 customers thereby driving up transaction size, transaction frequency and incidence.

Key Responsibilities:

• Develop commercial models that directly impact top-line revenue and bottom-line operating costs while delivering best in class product experiences across our channels
• Establish a governance model for customer acquisition and support in collaboration with other internal teams and ensure execution of the same
• Daily drive of the assigned lending portfolio performance in partnership with Strategy, Credit and Lending Risk teams to ensure customer uptake, utilization of limits, limits management, reduction in attrition & churn and effective recovery of customers.
• Develop and Embed CVM & online sales and customer engagement tracking tools & KPIs (ARPU / ARPA, IBRO, Transaction size, Transaction volumes, Churn rates).
• Deliver savings targets by defining activities to engage and retain deposits from both individuals and businesses within the wallets, tills, and bank accounts
• Onboard, retain, drive usage & manage churn of customers & online merchants. Cross-sell & respond to leads from digital campaigns and mined social media sites.
• 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 & customers– Engage and develop onboarding programs, promotions, discounts, and incentives.
• Drive up LipaNaFamily adoption and usage through regional 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.
• Partner with branch, and sales team network to generate sales: You will be required to work closely with the branch network to leverage its distribution to deliver digital sales across the country.
• Monitor and review and report on business performance and apply measures to ensure achievement of targets and return on investment for new ventures.
• Undertake coaching and mentoring for team members and provide leadership in execution of the division’s strategy.
• Monitor, identify, highlight, and recommend mitigation for Sales related risks, in conjunction with supporting units such as Operations, Information Technology, Risk, Audit, Compliance etc.
• Any other official duties that may be allocated from time to time by management.

The Person:

The ideal candidate must possess the following:

Qualifications

• University degree preferably in a business-related field from a recognized institution.
• Master’s degree and professional qualifications will be added advantage.
• 7 years proven sales experience, meeting or exceeding targets. Previous experience as a sales executive, sales manager or Senior Manager sales and marketing.
• Proven ability to drive the sales process from plan to close through cross-functional teams.
• Possess extensive knowledge of sales principles and practices, and an ability to coach others on them.
• Demonstrable experience as a Senior Manager in sales, developing client-focused, differentiated, and achievable solutions.

Key Competencies and Attributes

Interpersonal:

• Knowledge of CBK prudential guidelines and Data Protection Act.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and drive actions.
• Ability to communicate, present and influence all levels of the organization, including executive and C-level.
• Strength in problem solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Strong leadership and team building skills.
• Proven ability to articulate the distinct aspects of products and services.
• Proven ability to position products against competitors.
• Excellent listening, negotiation, and presentation skills
• Excellent verbal and written communications skills