Senior Manager, Segment, Affluent Clients at Standard Bank Group

About the job
Job Purpose:

To support the Head of the Segment to drive the design, build and execution of the customer segment strategy and value propositions in order to achieve the business objective of targeted market share, profitability growth and client experience in banking and beyond banking.

Key Responsibilities:

• Implements the Customer Segment Strategy
• ­Supports the Head of the Segment to execute on the vision, definition and overall customer strategy in CHNWSA
• ­ Provides strategic input to the customer segment strategy
• ­ Helps to implement the customer segment strategy
• ­ Provides direction for the Head: Segment, in terms of turning the segment strategy into tactical plans that will optimise performance and profitability
• Designs & Delivers NEW Disruptive Customer Value Propositions
• ­ Designing new innovative / disruptive customer value propositions and solutions to meet customer needs in a way that optimises economic profit to the SBG franchise
• ­ Effectively manages a portfolio of CVPs for the selected customer segment (i.e. 2 or more CVPs)
• ­ Understanding customer needs through analysis of diverse information sources, including market research, internal customer information and continuous sensing
• ­ Defining customer life journeys and solutions that are aligned to these life journeys
• ­ Designs specific propositions as appropriate segments that have been identified as strategic. Identifies the needs of customers in the segment and presents solutions to fulfil those needs including product offering, price, contact and channel strategy
• ­ Segmenting the customer base into needs-based segments linked to their life stage / journey
• ­ Understanding the competitor offerings and opportunities to differentiate (both locally & internationally)
• ­ Determining the mix of solutions (product, services or value adds) to be applied in holistically meeting the customers’ needs in consultation with internal stakeholders (e.g. product, digital etc.) or through external partnerships
• ­ Provides direction and input to Client Solutions based on new customer demands to build new features / solutions based on their life-journeys
• ­ Collaborates with Client Solutions on the delivery of the new CVPs as well as products and services
• ­ Defining the sales and service offering (all channels), including customer engagement strategies
• ­ Establishing the pricing framework and co-ordinating price-setting, plus the rewards programme requirements
• ­ Deploying the CVPs to the market, including integrated marketing and promoting the offerings via CHNWSA Marketing
• ­ Development and ongoing refinement of the segment CVPs
• ­ Ensures that the defined CVPs are solving real customer problems
• Defines & Articulates the Segment Requirements (i.e. skills, competencies, tools, capabilities etc.) to all Stakeholders
• ­ Integrates internal delivery partners to ensure alignment
• ­ Partners with provinces to ensure understanding of CVPs
• ­ Ongoing collaboration with Client Coverage team for sensing (banker and customer), solution roll out and ensuring delivery of a world class customer experience
• ­ Ongoing collaboration with Digital & E-commerce teams to drive a Digital1st agenda
• ­ Understands internal inefficiencies and impact on the clients and staff members who are servicing the client (ultimately accountable for improving their experience as it relates to the promise of the value proposition)
• ­ Development of tools and capabilities (e.g. NBA, Salesforce CRM etc.) to be operationalised at centre and regional level
• ­ Identify new segment tools (i.e., for bankers) and capabilities that will drive improved sales / service efficiencies
• ­ Partners with Coverage, Personalisation and Digital teams to implement these tools / capabilities and drive adoption with Enablement teams
• ­ Designs the segment customer exit pricing strategy framework / tools for CVPs that are launched to market
• ­ Assists with designing the pricing mandate framework for frontline teams

Qualifications & Experience: Degree, Hons, Masters

Job Function: Consumer & High Net Worth SA

Years: 5-7 years

Experience Description: 5+ year’s extensive knowledge and expertise in designing, building and launching customer value propositions (could be in any industry in addition to financial services).

Job Function: Consumer & High Net Worth SA

• Years: 5-7 years
• Experience Description: Experience in managing an income statement, balance sheet, pricing strategies, risk management, people management, leading / developing teams and motivating people would be essential.

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