Job Description

Group Head, Customer Loyalty, Retention & Engagement – ()

Description

• Enhance Customer Lifetime Value through increased profitability and a larger share of the wallet.
• Boost product uptake via data-driven customer engagements and targeted offer placements.
• Develop an engagement and loyalty roadmap to drive CLV across all customer lifecycle stages (acquisition, growth, retention).
• Lead the review of customer engagement plans, ensuring customers receive best-in-class experiences.
• Extract value from Equity’s loyalty programs.
• Define and report on pertinent success metrics for retention and loyalty initiatives.
• Leverage customer, financial, and churn data to inform decisions and build business cases for various retention efforts.
• Establish internal customer communication standards and procedures for bank-wide compliance with all non-brand communications.
• Ensure the adoption of service recovery and Alternative Dispute Resolution (ADR) frameworks.
• Formulate the customer retention and loyalty strategy and programs, with the primary goal of retaining and expanding the customer base.
• Strategically lead, develop, implement, and manage customer lifecycle programs from ideation to execution.
• Utilize data to identify, test, and optimize user retention and extension methods and channels.
• Define customer segments and create relevant and personalized customer journeys to drive CLV.
• Develop strategies for proactive and reactive communication for customers at risk of cancellation, ensuring every opportunity to retain these customers is explored.

Qualifications

• Bachelor’s or Master’s degree in Marketing, Business Administration, or a related field.
• Knowledge of CRM and/or Loyalty Programs.
• Proficiency in relevant MS Office applications.
• Familiarity with analytics software (e.g., Power BI).
• Experience working in a strategic, cross-functional role collaborating with multiple teams in different geographies.
• A minimum of 6 years working experience in a customer service and sales environment, with at least one year at a managerial level.
• Self-motivated and results-oriented.
• Customer-focused mindset with strong written communication skills.
• Well-organized, proactive, with an attitude to embrace changes and challenge the status quo.
• Ability to clearly articulate and drive a vision.
• Innovative and out-of-the-box thinker.
• Creative with proven experience working on retention and loyalty initiatives.
• Solid organizational and planning skills with meticulous attention to detail.
• Excellent interpersonal skills.
• Effective planning and organizing skills for task and project execution within timeframes and budget.
• Excellent written and oral communication skills.
• Self-empowerment to foster open communication, teamwork, and trust that support a performance and customer-service-oriented culture.
• Customer focus to exceed expectations in terms of performance and product excellence at every turn.