We are recruiting for the position of:
Job Title: Head - Customer Analytics
Job ID: 361565
Job Description
1.) Drive Business Performance
The primary focus of the role is to manage a country team responsible for customer segmentation, targeting, behavioural modelling and profitability analyses, as well as improving analytical process capabilities. More specifically:
Provide leadership in country to promote analytics driven decision making processes across multiple segment/product portfolios.
Design and implement all country analytics solutions to achieve business design requirements, deliver on time to schedule and generate leads to protect and grow country income in line with CB P&L country targets.
Design and inculcate multi-factor campaign designs which include the ability to test responses to variations on product bundles, pricing, risk, creative and channel.
Drive a continuous improvement culture and roadmap aligned to the CB Global Customer Analytics Strategy in pursuit of achieving world-class analytics capabilities. This is to enable Analytics to be dynamically driven, produce actionable business insights and continuously generate sales leads for business revenue growth opportunities.
Build new and existing teams with innovative, solution focussed, frictionless change behaviours. At the same time actively engage on the Group Customer Analytics team to design, build and implement new tools and data systems into the country analytics processes. Develop and implement world class customer scoring techniques; propensity modelling, campaign targeting analytics and other methodologies based on pervious industry experiences.
2.) Enable a Customer-driven Franchise
Perpetuate a Customer-centric data-driven, decision making culture
Champion and promote analytics solutions, leveraging both internal and external customer information to optimize risk-reward trade-off in targeting campaigns aligned to customer needs based financial solutions.
Provide best-in-class speed to market analytics solutions to the Marketing Team in the Campaign Management process.
Identify and leverage internal and external data to significantly improve the volume of New To Bank customers.
Continuously apply customer centric champion-challenge, test and learn techniques to all analytics processes & share best practices across the global analytics community.
Job Roles & Responsibilities
Lead, develop and execute an integrated, end state vision for analytics and programs to achieve organisational transformation:
Provide analytical leadership and expertise in developing and implementing analytics solutions to support all Customer Segments and the Marketing function in campaigns to protect and grow country income as per CB P&L country targets, specifically:
Drive customer-centric analytics with in depth engagement:
Customer segmentation
Customer Lifecycle Management
Acquisition and activation
Campaign management
Leads and triggers management
Cross sell/ Up sell models
Retention and activation
Loyalty and win back
Pricing analytics and optimization
Digital analytics
Line burns and line utilization
Customer and product profitability analyses
Market data analyses
SCB Way leads management
Business partnership with country Manco & Marketing for demand management and change initiatives
Map out business and marketing processes to identify areas for improvement through analytical methods
Continuously measure and assess existing in-country processes and improve to the Group Customer Analytics standard
Design and create knowledge management processes
Ensure that all Customer Analytics activities and processes are compliant with in-country regulatory requirements as “Do Not Disturb” requirements and “Contact Policies”
Lead the team
Lead the team with an effective structure, allocation of responsibilities, tasks and resources
Provide analytical hands on guidance and training to team members
Build new and existing teams with innovative, solution focussed, frictionless change behaviours
Promote team members for participation in large exposure projects or initiatives to release potential
Establish strong and collaborative working relationships across functions and Group
Be seen as a strong and reliable member of Country Marketing team
Compliance and Control
Ensure appropriate operational procedures are in place in compliance with the Bank’s strategy, branding policies and standards.
Qualifications & Skills
Bachelor degree
Preferably 10 years of experience in leading teams and hands on knowledge of development and implementation of: customer scoring techniques; propensity modelling, campaign targeting analytics, CRM tools and data systems usage, in a well respected financial services firm.
Proven leadership track record driving business performance and sponsorship by senior stakeholders
Business acumen – understand what drives profitability and risk
Thought leadership - able to create, rationalise and organise
Ownership & Accountability – own, execute and deliver results
Customer centricity – solution, service and relationship
Leadership and change agent – innovation and drive with passion
People development
Influencing and networking
Presence and communication
Motivated by performance linked rewards
Enjoy managing people
Enjoy networking and alliance building
Application Closing Date
6th November, 2012
Method of Application
Interested and qualified candidates should:
Click here to apply online
Note: When the page opens, at the Location dropdown, select Nigeria - SCB and click Search, then click Head, Customer Analytics
