Key Accountabilities (Duties and Responsibilities)
Strategy & Financial (40%)
• Develop a comprehensive commercial strategy that targets new markets, identifies new customer segments, and drives sales and marketing initiatives to meet revenue targets.
• Manage costs, optimize pricing strategies, and drive operational efficiency to ensure sustainable growth of gross retained margins.
• Development and execution of customer acquisition and retention strategies to maximize customer lifetime value by building strong customer relationships, reducing churn, and increasing expansion customers.
• Ensure that the NCBAU Digital Business is getting a return on its commercial investments, by tracking and measuring the effectiveness of sales and marketing initiatives, partnerships, and other commercial programs.
• Increase NCBAU Digital Financial Services market share by identifying and pursuing growth opportunities in new and existing markets.
• Build strategic partnerships that can help the NCBAU Digital Business achieve its commercial objectives.
• Prioritize data-driven decision-making to inform the NCBAU Digital Business commercial strategy.
Internal Business Processes (20%)
• Define processes to manage the entire distribution model to ensure effectiveness, efficiency & predictability.
• Define processes to manage the experience centre to ensure factual, timely & auditable processes that support growth of efficiency.
• Embed Quality Assurance in all our processes to identify and resolve any risk areas.
• Define processes to support third party distribution engagements as/when required.
• Supervise the distribution & client service team to ensure productivity in BAU and exceptional periods.
• Optimize the company’s digital financial services sales and marketing processes to ensure that NCBAU Digital Business is able to target and acquire new customers effectively.
• Work closely with other departments to foster cross-functional collaboration across the organization.
Customer (30%)
• Deliver a plan to allow the acquisition of customers from both B2C & B2B channels (ecosystems) ensuring that NCBAU Digital Business is meeting customer needs and delivering value.
• Deliver a plan to ensure all our customers are ‘FIT TO TRADE” with minimum disruption.
• Manage issue resolution efficiently & effectively at least cost to NCBAU Digital Business and to the customer.
• Build strong relationships with customers, whilst providing excellent customer service, and ensuring that the company is meeting its commitments and delivering on its promises.
• Deliver the tools and processes to support the efficient flow of communication within the Platform. Maximize customer lifetime value by building strong customer relationships, reducing churn, and increasing cross-sell and upsell opportunities.
Learning and Growth (10%)
• Identify and plan training needs for self and the team. Prioritize continuous learning and development for themselves and the team.
• Embed competency-based development with regards to ‘Business As Usual’ activities as well as specific projects.
• Prioritize innovation and encourage the team to think creatively and identify new ways to drive growth and profitability whilst fostering a culture of experimentation and innovation
Job Specifications
Desired personal attributes:
Relentless in your pursuit of growth and want to disrupt the FinTech industry
Academic:
• A Bachelor’s degree in Business or related field.
• MBA or a Master’s degree in a business field is desirable.
• Content Specific Short courses would give an added advantage.
Work Experience:
• At least seven years’ work experience in customer facing roles dealing with B2B and B2C environments, with over 4 years in a Managerial position.
• Experience in dealing with 3rd party distribution partners.
• Experience in business planning and commercial planning processes and cycles.
• Experience in people management.
• Experience in stakeholder management, both within and outside the organization.
