About the Role
Assets Microfinance Bank is expanding its digital banking footprint and looking for a visionary Head, Customer Growth, Experience & Collections to champion our customer-first mission. In this pivotal leadership role, you will own the entire customer lifecycle from onboarding and digital adoption to retention, recovery, and advocacy, driving profitability and superior stakeholder value across Nigeria.
Key Responsibilities- Develop and execute comprehensive strategies for customer acquisition support, activation, engagement, and cross-selling to maximize wallet share.
- Lead end-to-end customer experience management by driving journey mapping, service quality, and continuous improvement in NPS and customer satisfaction metrics.
- Establish a robust Customer Intelligence framework to monitor behavior, analyze Lifetime Value (CLV), and mitigate churn risks across diverse segments.
- Manage early-stage collections and collaborate with Credit Risk to monitor repayment behaviors, reduce Portfolio at Risk (PAR), and optimize portfolio quality.
- Champion technology and service automation initiatives, including CRM implementation, Customer 360 views, and workflow automation.
- Lead, mentor, and scale the Customer Growth and Experience team while fostering deep cross-functional collaboration with Sales, Operations, and Technology.
- Bachelor's degree in Business Administration, Marketing, Economics, Finance, or a related field; a Master's degree or MBA is an added advantage.
- 5 to 7 years of proven experience in client success, customer experience, or collections, with at least 2 years in a leadership role within the banking or fintech sector.
- Comprehensive knowledge of customer lifecycle management, retention strategies, and early-stage portfolio quality control.
- Demonstrated expertise in deploying CRM platforms, customer analytics, and service automation tools.
- Familiarity with Central Bank of Nigeria (CBN) regulations applicable to microfinance institutions.
- Exceptional leadership, stakeholder management, communication, and strategic problem-solving abilities.
- Competitive salary with performance-based incentives.
- Comprehensive health insurance and wellness packages.
- Opportunities for professional development and continuous learning.
- A collaborative, innovative, and mission-driven work environment shaping the future of Nigerian banking.