Segment and Proposition Manager

About the role

Absa Bank Kenya is looking for a Segment and Proposition Manager to drive the Key Customer Segment strategy in Retail Banking, design new propositions and enhance existing ones. The role covers proposition development, business monitoring and stakeholder management, with a small controls component. The position is based at Absa Headquarters in Kenya.

Key responsibilities

• Drive the Key Customer Segments strategy, set strategic objectives and define the ideal customer mix to deliver the bank's banking plan.
• Manage profit and loss KPIs at customer level and all key value drivers, including segment profitability, and track marketing and campaign plans.
• Ensure differentiated customer experiences, monitor action plans and track Net Promoter Score (NPS).
• Design tailored products, services, marketing and distribution, and run customer behavioural analyses, journey maps, lifecycles and personas.
• Conduct market and customer research, maintain market share and competitor data, and monitor the active customer database and churn.
• Use decision analytics in proposition design and contact programmes, and apply governance, risk, compliance and control in line with group policies.
• Proposition development (45%): analyse customers, run research, ensure compliance and regulatory alignment, support Affluent Segments teams, track customer-level P&L and KVDs, and build customer journeys and personas.
• Business monitoring (25%): ensure regulatory compliance, review new products and pricing, liaise with stakeholders, obtain new product approvals and lead consumer research groups.
• Stakeholder management (25%): collaborate with Change, Operations and Technology teams, facilitate staff training and toolkits, and communicate the segment story.
• Controls (5%): implement governance, compliance, risk and control in line with Group Standards.

Required profile

• Bachelor's degree in Business, Commerce and Management Studies (required).
• FETC certificate in Office Administration (required).
• Management experience in a multi-cultural environment preferred.
• Good understanding of Absa's customer segmentation and of products, policies and objectives.
• Ability to analyse and interpret financial and data models, and knowledge of the industry landscape and local and statutory regulations, including central bank guidelines.

Required skills

• Good knowledge of IT and telephony systems.
• Understanding of other banking areas such as liabilities and assets.