NCBA Growth Manager, Merchant Jobs in Kenya

NCBA Growth Manager, Merchant Jobs in Kenya

Job Purpose Statement

Loop is the flagship product that anchors the LOOP DFS strategy. Loop is anchored on platform strategy that could scale throughout Africa and be a mobile-based payment and financial services platform connecting consumers and merchants. The platform offers a variety of services, such as mobile money transfers, bill payments, P2P lending, and digital wallets for merchants to receive payments. The platform leverages the growing use of mobile phones and the increasing demand for financial services in Africa to attract and retain customers.

To further scale the platform, LOOP DFS will collaborate with established financial institutions, mobile network operators, and other relevant companies to offer a comprehensive suite of financial service.

The Retention Manager lives at the intersection of product monetization, marketing and development. The role holder is responsible for the execution of acquisition and growth strategies that achieve consistent revenue growth and customer loyalty. This role will mainly focus on LOOP merchant products.

They partner with the relevant internal stakeholders to understand customer behavior and thus achieve Retention focused cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.

The role holder is responsible for revenue growth and retention. They must implement a framework for prioritizing Retention specific initiatives. They will lead a team of Retention officers responsible for executing and scaling customer activation and retention campaigns across the customer journey. The main objective will be to increase monthly recurring revenue, optimize customer lifetime value, reduce net dollar churn, and increase net expansion revenue.

Key Accountabilities (Duties and Responsibilities)

Financial

Build the Loop merchant business to generate revenue and positive gross margins as per business plans.

Develop strategies to increase customer lifetime value through execution of retention strategies through use case adaption, feature adoption and developing strategies to increase consumer engagement through frequency and intensity of use case and feature usage.

Develop strategies to increase monthly recurring revenue from consumers.

Manage the cost of goods sold for all product lines.

Develop strategies for reducing net revenue churn through merchant activation strategies for the merchant product portfolio.

Responsible for increasing expansion revenue through merchant cross selling of product use cases and LOOP merchant products.

Responsible for developing monetization strategies that will allow the business to optimize its unit economics and drive positive earnings rates for the consumer product portfolio.

Responsible for increasing customer life time value for Loop for the merchant product portfolio.

Responsible for weekly and monthly customer
accounting reporting revenue accounting reporting on the merchant product portfolio.

Customer

Develop and implement a robust Retention framework

that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.

Build and maintain customer loyalty through an
engaging and attractive loyalty and monetization
strategies

Analyze and segment target markets to determine the appropriate Retention initiatives to execute to attain business plans.

Execution of high-level, strategic business development opportunities based on key growth initiatives

Execution of a robust Retention framework that entails cross-selling models, revenue management plans, customer information management tools, loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.

Turnaround time standards or benchmarks for the
enterprise unit.

Service Level Agreement (SLA) / Turn-Around Time (TAT)

Achieve Customer Satisfaction Index (CSI) benchmarks

Work closely with the marketing and product team to research, understand and review merchant needs.
Develop the merchant product roadmap together with
the product managers.

Internal business processes

Develop and manage robust competitor tracking systems to remain abreast of the market and the players. In line with this, identifying and analyzing new offerings from other banks and FinTech’s in the market place proactively.

Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.

Proactively participate in organization projects.

Audit, Compliance and Risk Management.

Audit issues closed upon identification, or within the agreed periods, whichever is shorter. Nil repeat findings.

Implement, review and achieve the Customer
satisfaction indexes.

Implement engines/structure/procedures to support execution of customer growth through their lifetime customer journey.

Learning and growth

Maintain a high team performance and engagement.

Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team.

Up-to-date and actioned competency assessments
and development plans for the team

Ideal Job Specifications

Academia and Professional Certifications:

University degree Upper Second or Equivalent

Relevant professional qualification in Marketing would be an advantage.

Experience:

8 years’ work experience in a financial services environment handling Marketing, PR or Business Development responsibilities. Prior experience in the development of Retention programs would be preferred.

How to Apply

For more information and job application details, see; NCBA Growth Manager, Merchant Jobs in Kenya

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