Senior Manager, Commercial (2573)

Strategy & Financial (40%)
•    Develop a comprehensive commercial strategy that targets new markets, identifies new customer segments, and drives sales and marketing initiatives to meet revenue targets.
•    Manage costs, optimize pricing strategies, and drive operational efficiency to ensure sustainable growth of gross retained margins.
•    Development and execution of customer acquisition and retention strategies to maximize customer lifetime value by building strong customer relationships, reducing churn, and increasing expansion customers. 
•    Ensure that the NCBAU Digital Business is getting a return on its commercial investments, by tracking and measuring the effectiveness of sales and marketing initiatives, partnerships, and other commercial programs.
•    Increase NCBAU Digital Financial Services market share by identifying and pursuing growth opportunities in new and existing markets. 
•    Build strategic partnerships that can help the NCBAU Digital Business achieve its commercial objectives.
•    Prioritize data-driven decision-making to inform the NCBAU Digital Business commercial strategy.

Internal Business Processes (20%)
•    Define processes to manage the entire distribution model to ensure effectiveness, efficiency & predictability.  
•    Define processes to manage the experience centre to ensure factual, timely & auditable processes that support growth of efficiency. 
•    Embed Quality Assurance in all our processes to identify and resolve any risk areas. 
•    Define processes to support third party distribution engagements as/when required. 
•    Supervise the distribution & client service team to ensure productivity in BAU and exceptional periods. 
•    Optimize the company's digital financial services sales and marketing processes to ensure that NCBAU Digital Business is able to target and acquire new customers effectively. 
•    Work closely with other departments to foster cross-functional collaboration across the organization.

Customer (30%)
•    Deliver a plan to allow the acquisition of customers from both B2C & B2B channels (ecosystems) ensuring that NCBAU Digital Business is meeting customer needs and delivering value.
•    Deliver a plan to ensure all our customers are ‘FIT TO TRADE” with minimum disruption. 
•    Manage issue resolution efficiently & effectively at least cost to NCBAU  Digital Business and to the customer. 
•    Build strong relationships with customers, whilst providing excellent customer service, and ensuring that the company is meeting its commitments and delivering on its promises.
•    Deliver the tools and processes to support the efficient flow of communication within the Platform. Maximize customer lifetime value by building strong customer relationships, reducing churn, and increasing cross-sell and upsell opportunities.

Learning and Growth (10%)
•    Identify and plan training needs for self and the team. Prioritize continuous learning and development for themselves and the team. 
•    Embed competency-based development with regards to ‘Business As Usual’ activities as well as specific projects. 
•    Prioritize innovation and encourage the team to think creatively and identify new ways to drive growth and profitability whilst fostering a culture of experimentation and innovation
 

Desired personal attributes:
Relentless in your pursuit of growth and want to disrupt the FinTech industry

Academic:
•    A Bachelor’s degree in Business or related field.
•    MBA or a Master’s degree in a business field is desirable.
•    Content Specific Short courses would give an added advantage. 

Work Experience:
•    At least seven years' work experience in customer facing roles dealing with B2B and B2C environments, with over 4 years in a Managerial position.
•    Experience in dealing with 3rd party distribution partners. 
•    Experience in business planning and commercial planning processes and cycles. 
•    Experience in people management. 
•    Experience in stakeholder management, both within and outside the organization.
 

Reporting Relationships: jobs that report to this position directly and indirectly
Direct Reports: 3
Indirect Reports    

Stakeholder Management: key stakeholders that the position holder will need to liaise/work with to be successful in this role.
Internal
•    NCBA Bank (U) Digital Business Team
•    Digital Business Group Teams
•    NCBA Bank (U) Business Teams
•    NCBA Bank (U) Marketing Team    External
•    Customers, 
•    Ecosystem Partners
•    Suppliers, 
•    Financial Institutions, 
•    Regulators,

Decision Making Authority /Mandates/Constraints: the decisions the position holder is empowered to make (Indicate if it is Operational, Managerial or Strategic). Please also highlight any budgetary control responsibility if applicable for the role.

Operational
•    Approval of new processes affecting the operations of the Distribution & Client servicing Model. 
•    Approval on costs within set budgets e.g. Sales Activations, taxi expenses, facilities maintenance, overtime. 

Managerial 
•    Staff Management (Requisition, Recommendations, Disciplinary) 
•    Resource allocation & management. 

Strategic 
•    Business planning & partnership building (With support of stakeholders). 

Work cycle and impact: time horizon and nature of impact (Planning)
(e.g. Less than 1 week, 2 weeks, 2 weeks – 1 month, 1month – 3 months, 3-6 months, 6-12 months, above 1 year)
•    Long-term – 2-5 year & beyond (Strategic Direction)
•    Mid-term – 1 year (Tactical Play)
•    Short-term – 6-12 month planning cycle (Managerial & Operational)