Team Lead, Customer Engagement

Job Summary

The ideal candidate would oversee Provide consumers with the required information, knowledge and understanding to empower them to get the best from banking services.

Job Details

Scripting and Content Management

• Develop and manage a platform message library.
• Review communication contents before release to customers.

Design of Customer Engagement Materials and Newsletter

• Publishing Customer Success Stories.
• Endless Possibilities: Information on new CX initiatives or possibilities in the Industry.
• Information on new CX initiatives or service changes implemented in response to customer needs, suggestions, complaints, feedback, or request.)
• Deploy personalized campaign materials targeted at recovering and retaining customers as well as increasing customer’s repeat business.

Celebration of customer milestones, birthdays, and anniversaries

• Collect, validate, and analyze customer data to identify customers with milestone birthdays and anniversaries with the bank.
• Design and send greeting cards via available channels (e-mail, in-App, etc) to mark customer’s special day.
• Procure gift items/rewards packages to celebrate a select base of priority / V.I.P customers.

Internal Engagements / Learning sessions

• Spotlight (Case studies on real-life service situation, service failures or excellent service cases; halo moments/ failed service alerts; and experiences from peer banks/ organizations)
• Develop and manage a CX platform to analyze service cases with learning points and questions, concerns and feedback.
• CX Reels: Communicating expectations and what CX is all about using Youtube reels
• Creating the W.O.W. Experience series: CX Video Scripting and Production.

Requirements

Minimum Qualifications

• 5-7 years’ experience as a Team Lead, Customer Engagement/Experience Unit
• Bsc in any related field.
• Preferably candidates from financial institution (mandatory)
• Familiarity with CRM systems and practices
• Good communication and written skills

About Company

Wema Bank

https://www.wemabank.com

Wema Bank is the pioneer of Africa’s first fully digital bank, ALAT, and one of Nigeria’s most resilient banks. With decades of experience in the business of banking, the Bank has remained innovative in delivering value to its stakeholders. The publicly quoted Nigerian company has successfully built a legacy of trust and resilience that has won it the loyalty of its customers. The Bank is constantly introducing products and services tailored to the needs of its customers at every stage of their lives. It is a proud partner to more than one million individuals, families and businesses across Nigeria, helping them to achieve their personal and financial goals.