HFCB Group Plc is an integrated financial solutions provider that is registered as a non–operating holding company (under the Banking Act Cap.488) and regulated by the Central Bank of Kenya (CBK) and the Capital Markets Authority (CMA). The Group is a public limited company with interests in Banking, Property and Insurance, and is listed at the Nairobi Securities Exchange. For more information on our banking, property and insurance solutions, please visit www.hfcb.co.ke The Group has 4 main entities: HFCB Limited – Full-Service Banking, HFCB Properties Limited – Property/Real Estate Solutions, HFCB Bancassurance Intermediary – Insurance Solutions & HFCB Foundation Limited – ESG/Sustainability.
On the back of a strong growth trajectory and in a bid to power the business, HFCB Limited is looking to recruit a dynamic and results-oriented Card Retention Officer.
About the Role
The Card Retention Officer is responsible for driving growth, profitability, and customer engagement of the bank’s debit and credit card portfolio by increasing card acquisition, activation, usage, spend, and retention while delivering a superior customer experience whenever our customers are using the bank’s Card products. The officer is expected to develop and maintain profitable partnerships with merchants to drive card usage while upholding compliance with banking regulations and internal policies and building strong customer relationships to enhance satisfaction and loyalty. Additionally, the role involves identifying customer needs, offering partnership experiences that deliver on customer lifestyle needs profitably.
Key Accountabilities
- Design and execute customer campaigns to increase card usage.
- Develop customer value propositions for different customer segments.
- Support loyalty, rewards, cashback, and promotional campaigns.
- Improve customer retention and reduce portfolio attrition.
- Drive card activation and first-use rates through tactical campaigns
- Increase card transaction volumes and spend per active card
- Build relationships with merchants and support the Channels lead to engage fintechs, card schemes, and corporate partners to drive card profitability
- Negotiate merchant offers and customer promotions.
- Support co-branded card opportunities as an enabler to growth and retention
Qualifications
- Bachelor’s degree in business, Finance, Economics, Marketing, or a related field.
- Professional certifications in payments or banking are an advantage
Competencies
- Commercial and business development acumen
- Marketing and campaign management
- Data analysis (Excel, Power point)
- Presentation and communication skills
- Negotiation and relationship management
- Customer-centric mindset
- Results-oriented with strong execution skills
- Team Work and Interpersonal skills
- Demonstrate Integrity and Professionalism
- Good communication Skills both written and verbal