Head of Customer Retention

at  Sambla Group

OUR SUCCESS IS THE RESULT OF THE COMMITMENT TO DELIVER THE BEST CUSTOMER JOURNEY AND CONSUMER FINANCE PRODUCTS IN THE INDUSTRY. OUR VISION IS TO DEMOCRATIZE LENDING AND EMPOWER CUSTOMERS TO IMPROVE THEIR PERSONAL FINANCES. THROUGH OUR WELL KNOWN BRANDS SUCH AS SAMBLA, ADVISA, RAHALAITOS, OMALAINA, RAHOITU AND DIGIFINANS WE SUPPORT CUSTOMERS IN CONSOLIDATING AND GETTING THE BEST TERMS ON THEIR LOANS.

We are currently seeking a Head of Retention to lead our strategic efforts in CRM and Marketing Automation across all our brands and markets. This role is central to steering both the development and execution of our retention strategies and ensuring their alignment with the company’s overarching goals.
As Head of Customer Retention you will craft, implement, and refine advanced retention strategies, meticulously balancing innovative customer engagement tactics with robust data analysis and segmentation. Your role will require a deep engagement with our Marketing Automation systems to streamline processes and elevate the effectiveness of our communication strategies. Close collaboration with the Product and Data teams will ensure your success in this role.

• Develop and execute comprehensive CRM and Marketing Automation strategies to increase customer retention and to increase customer lifetime value
• Continuously assess and refine customer segmentation and targeting approaches
• Oversee the integration and optimization of marketing automation tools and processes, ensuring seamless execution of campaigns and maximization of system capabilities
• Lead and mentor a team of CRM and Marketing Automation professionals
• Define, monitor and analyse critical metrics and KPIs
• Challenge and improve overall customer experience to boost retention rates and improve cross-sell activities