Head, Customer Growth, Experience & Collections

About this role

A leadership role responsible for maximising the lifetime value of Assets MFB’s customers, covering growth, experience, collections and customer intelligence across the full customer lifecycle from onboarding to advocacy. Suitable for someone with experience in client success, customer experience or similar, preferably in banking, who can lead a team and drive revenue growth and portfolio quality.

What you would do

• Develop strategies to increase customer acquisition, activation, engagement and retention
• Drive wallet share through cross-selling and up-selling of bank products and support Sales with customer intelligence
• Lead design and ongoing improvement of customer experience, including journey mapping and complaint resolution governance
• Own customer lifetime value through profitability analysis, segmentation and retention strategies for various customer segments
• Establish customer intelligence and BI to monitor behaviour, churn risk and campaign effectiveness
• Manage early-stage collections and collaborate with Credit Risk to improve portfolio quality

What they are asking for

• Bachelor's degree in business administration, Marketing, Economics, Finance or related field
• Master's degree or MBA is an added advantage
• 5 to 7 years' experience in client success or customer experience, with at least 2 years in a leadership role
• Experience in building client success initiatives that improve retention and long-term value
• Knowledge of client lifecycle management, onboarding, activation, engagement, retention and reactivation
• Experience with CRM platforms and service automation tools; familiarity with microfinance bank regulations

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