Equity Bank Jobs in Kenya - Group Head, Customer Loyalty, Retention & Engagement Vacancies

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• Growth of Customer Lifetime Value through increased profitability and share of wallet.
• Increased product uptake through data driven customer engagements and offer placements
• Design an engagement and loyalty roadmap to drive CLV across the customer lifecycle stages (acquisition, growth, retention).
• Spearhead the review of customer engagement plans to ensure customers receive best in class experiences.
• Generate value from the Equity loyalty programs
• Define and report on appropriate success metrics for retention and loyalty initiatives.
• Utilize customer, financial and churn data to inform decisions and develop business cases to support various retention efforts.
• Define internal customer communication standards and procedures for bank wide compliance for all non-Brand communication.
• Ensure adoption of service recovery and ADR framework.
• Define the customer retention and loyalty strategy and programs with the primary goal of retaining and extending the customer base.