KEY RESPONSIBILITIES: 
Drive Digital Customer Acquisition

Develop and implement strategies to attract and convert new digital customers and merchants, expanding the Vooma wallet user base and cross selling other Vooma propositions.

Enhance Customer Engagement

Create and execute initiatives to deepen customer engagement, ensuring sustained interaction with Vooma wallets using customer value management tools.

Maximize Customer Lifetime Value (CLV)

Utilize business intelligence and data analytics to increase the lifetime value of customers, focusing on long-term profitability.

Optimize User Experience

Continuously improve the user experience by simplifying customer journeys and ensuring a seamless interaction with the Vooma platform.

Manage Churn and Retention

Develop and implement strategies to reduce customer churn and increase retention, fostering long-term loyalty to the Vooma ecosystem.

Leverage Data-Driven Insights

Use data and analytics to inform decision-making and enhance the effectiveness of acquisition, engagement, and retention strategies.

Resolve Customer Complaints

Oversee the resolution of customer complaints, ensuring high levels of satisfaction and preventing negative impact on customer retention and improve the net promoter score (NPS) 

Increase Vooma Wallet Usage

Drive the growth of Vooma wallet activity, focusing on increasing customer transaction counts, ticket sizes, and monthly active users (MAU).

Optimize Revenue Per User

Focus on increasing the average revenue per user (ARPU) through targeted campaigns and value-added services.

Monitor and Report Performance Metrics

Regularly track and report key performance indicators (KPIs) such as customer acquisition rates, engagement levels, CLV, MAU, ARPU, and churn/dormancy rates to ensure alignment with business goals. undertaken

The successful candidate should have the following:

A bachelor’s degree in commerce/business Related Field / IT/ statistics / Data science 
Professional certification from a recognized professional body will be an added advantage
At least five years in managerial experience in  digital customer acquisition
At least three  years relevant work experience with specific experience in:

Experience in Customer relationship management (CRM) and customer lifecycle management
Experience in digital platform engagement, retention and churn reduction
Experience in driving revenue growth and commercial acumen
Experience in Go-To-Market strategies
Experience in customer experience
Experience in fintech/ digital financial services
Experience in data analytics and business intelligence
Experience in customer journeys optimization
Experience in brand management / product management