Senior Manager: Customer Service
Absa Group
Date: 2 days ago
City: Johannesburg, Gauteng
Contract type: Full time
Empowering Africa’s tomorrow, together…one story at a time.
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.
Job Summary
The Customer Lifecycle Management will effectively leverage customer data, collaboratively work with countries to optimize customer interactions, and deliver enhanced customer value consistently on a PAN-ARO basis. The capability serves as a centralized hub that focuses on customer centric strategies and ensures consistent practices across different countries.
Job Description
Job Description
Financial & Growth Performance: To collaborate with countries to deliver the Pan-ARO portfolio customer, revenue and profit targets in line with overall ARO RBB MTP, STP and growth objectives
Data Integration and Analytics: Collaborate with countries and the data capability to integrate customer data from various sources across different countries and use advanced analytics techniques to gain insights into customer behavior, preferences, and needs. This will help in segmenting customers effectively, identifying cross-selling and upselling opportunities, and delivering personalized experiences.
Collaborate with Marketing teams: To develop strategies and toolkits to target specific customer segments with personalized offerings and tailored marketing campaigns that resonate with their unique needs, to drive upsell, cross sell and retention.
Performance Measurement and Reporting: Establish clear metrics and KPIs to measure the success of customer value management initiatives at a Pan-ARO and across countries. Develop comprehensive reporting mechanisms that provide insights into customer satisfaction, retention, cross-selling, and overall business impact.
Knowledge Sharing and Collaboration: Facilitate knowledge sharing and collaboration among teams across different countries, enabling the exchange of best practices, successful strategies, and lessons learned. This will help in fostering a culture of continuous improvement and innovation.
Talent Development: Collaborate with countries to build a team of skilled professionals with expertise in customer analytics, marketing, and technology. Ensure leveraged Investment in training and development programs to enhance countries capabilities and keep them updated with the latest industry trends and best practices.
Continuous Improvement: Foster a culture of continuous improvement by regularly evaluating the effectiveness of CLM strategies, measuring customer feedback, and seeking opportunities to enhance customer value across all countries of operation.
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
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.
Job Summary
The Customer Lifecycle Management will effectively leverage customer data, collaboratively work with countries to optimize customer interactions, and deliver enhanced customer value consistently on a PAN-ARO basis. The capability serves as a centralized hub that focuses on customer centric strategies and ensures consistent practices across different countries.
Job Description
Job Description
Financial & Growth Performance: To collaborate with countries to deliver the Pan-ARO portfolio customer, revenue and profit targets in line with overall ARO RBB MTP, STP and growth objectives
Data Integration and Analytics: Collaborate with countries and the data capability to integrate customer data from various sources across different countries and use advanced analytics techniques to gain insights into customer behavior, preferences, and needs. This will help in segmenting customers effectively, identifying cross-selling and upselling opportunities, and delivering personalized experiences.
Collaborate with Marketing teams: To develop strategies and toolkits to target specific customer segments with personalized offerings and tailored marketing campaigns that resonate with their unique needs, to drive upsell, cross sell and retention.
Performance Measurement and Reporting: Establish clear metrics and KPIs to measure the success of customer value management initiatives at a Pan-ARO and across countries. Develop comprehensive reporting mechanisms that provide insights into customer satisfaction, retention, cross-selling, and overall business impact.
Knowledge Sharing and Collaboration: Facilitate knowledge sharing and collaboration among teams across different countries, enabling the exchange of best practices, successful strategies, and lessons learned. This will help in fostering a culture of continuous improvement and innovation.
Talent Development: Collaborate with countries to build a team of skilled professionals with expertise in customer analytics, marketing, and technology. Ensure leveraged Investment in training and development programs to enhance countries capabilities and keep them updated with the latest industry trends and best practices.
Continuous Improvement: Foster a culture of continuous improvement by regularly evaluating the effectiveness of CLM strategies, measuring customer feedback, and seeking opportunities to enhance customer value across all countries of operation.
Education
Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
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