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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
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Job Summary
To provide specialist advice and support in business enablement and creation of information to inform decision making, through the execution of predefined objectives as per agreed standard operating procedures SOPs. Selecting this role has a compensation & benefit impact in Mozambique. Please contact Reward for details.
Job Description
Job Purpose:
· The job purpose is to drive Key Customer Segment strategies in RBB, design and development of new propositions and existing proposition enhancements.
Job Summary:
· Drive the Key Customer Segments strategy and set strategic objectives of the Bank.
· Identify the ideal customer mix/shape to deliver the Banking strategic plan.
· Manage profit & loss KPI’s at customer level, and all critical Key Value Drivers (KVDs) associated with the segment performance including segment profitability.
· Ensure maximized penetration into the customer segments to maximize acquisition, retention, cross sell ratios and revenue per customer.
· Track the segments’ marketing and campaign plans.
· Ensure world-class and differentiated customer experience including service processes in place for Segments.
· Monitor the delivery of action plans to drive up the Net Promoter Score (NPS) for Segments.
· Timely proposition design/development for Banking with tailored products, service, marketing and distribution elements to match the needs of the segment.
· Conduct customer behavioural analyses to understand response and purchase patterns, as well as channel preference.
· Development of customer journey maps, lifecycles/life-stages and personas for the segments.
· Conduct market research, customer research and market test experiments to ensure the delivery of world-class, customer propositions.
· Maintain up-to date market data including market share statistics for the segments and competitive positioning.
· Monitor the active customer database for banking and devise strategies to remediate this as required.
· Monitor customer churn for the segment and implement strategies to remediate this as required.
· Employ decision analytics in designing customer propositions and contact programs.
· Implement governance, risk, compliance and control in line with Absa ’ group policies.
Key Accountabilities
Proposition Development & Management; Time split 45%
· In-depth analysis of customers to understand behavioral patterns and customer insights as part of proposition development.
· Conduct customer and market research prior to proposition development, for an outside-in approach in design.
· Ensure all proposition enhancements comply with compliance and regulatory guidelines.
· Ensure process enhancements are done as part of proposition design and development.
· Support the Affluent Segments execution/business teams to ensure the embedment of new propositions and proposition enhancements.
· Ensure the active use of analytics to enrich understanding of the Segments and inform proposition design.
· Develop the ideal customer shape/mix for t Segments.
· Ensure tracking of customer level P&L in line with agreed financial targets (Income, Customer Growth, Balance Sheet and NPS).
· Ensure tracking of defined KVDs at segment level including acquisition costs management and conduct monthly…