Retention and CX Business Manager at First Bank of Nigeria Limited (FirstBank)

First Bank of Nigeria Limited (FirstBank) is Nigeria's largest financial services institution by total assets and gross earnings. With more than 10 million customer accounts, FirstBank has over 750 branches providing a comprehensive range of retail and corporate financial services. The Bank has international presence through its subsidiaries, FBN Bank (UK) Limited in London and Paris, FBNBank DRC, FBNBank Ghana, FBNBank Gambia, FBNBank Guinea, FBNBank Sierra-Leone and FBNBank Senegal, as well as its Representative Offices in Johannesburg, Beijing and Abu Dhabi.

We are recruiting to fill the position below:

Job Title: Retention and CX Business Manager

Job Identification: 1620
Location: Lagos
Job Type: Full Time

Duties & Responsibilities
Retention Program Execution:

• Develop and implement retention frameworks targeting specific customer segments.
• Recommend retention campaigns messages and target customers for campaign execution.
• Build and maintain churn and dormancy reactivation programs with measurable results.
• Operationalize loyalty and rewards initiatives to drive product uptake and engagement.

Customer Insights & Predictive Analytics:

• Develop churn prediction models and customer lifetime value analytics.
• Use behavioral, transactional, and unstructured data (including sentiment analysis) to detect attrition risks.
• Conduct in-depth segmentation to enable hyper-targeted retention campaigns.
• Convert analytics into actionable recommendations for relationship managers, marketing, and product teams.

Lifecycle Management & Campaign Execution:

• Implement win-back strategies for dormant and inactive customers.
• Coordinate retention campaigns across branch, digital, call center, and relationship management channels.

Stakeholder Collaboration & Cross-Functional Alignment:

• Partner with Product, Marketing, Service Quality, and Data teams to deliver customer-focused retention programs.
• Support frontline staff with actionable insights and engagement recommendations.
• Align retention activities with customer experience improvements and product launches.

Market Intelligence & Competitive Positioning:

• Monitor competitor retention activities and industry trends.
• Maintain segment-level retention dashboards and market share analysis.

Performance Tracking & Continuous Improvement:

• Define and monitor KPIs such as churn rate, NPS uplift, campaign ROI, and share of wallet growth.
• Review retention initiatives quarterly, applying lessons learned for continuous improvement.
• Ensure compliance with data privacy, regulations, and internal policies in all retention efforts.
• Monitor and evaluate retention initiative results on a monthly and quarterly basis.
• Refine targeting, messaging, and campaign structures based on performance trends.
• Ensure all activities meet compliance, data privacy, and internal policy standards.

Requirements
Education:

• Minimum Education: First degree in related discipline

Experience:

• Minimum of 5 years’ relevant experience
• Experience with relationship management, e-business products and processes and sales

Application Closing Date
16th January, 2026; 08:05 AM..