Equity Bank Jobs in Kenya – Group Head, Customer Loyalty,

Location NAIROBI, Kenya
Date Posted January 18, 2024
Job Type Full-time
Currency KES


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



  • 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.


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