Commercial Bank Director (Retail and Customer Experience) Job in Kenya

Job Vacancy: Director – Retail and Customer Experience

Are you looking to a new challenge in commercial banking?

Then we have an exciting opportunity for you at one of the leading commercial banks in East Africa.

We are searching for a dynamic and experienced leader to join our client bank in the role of Director Retail and Customer Experience. The job holder will work closely with the CEO to meet the bank’s strategic retail and customer retention objectives.

The ideal candidate for this position has previous corporate management experience and a proven track record for effective team management and results-driven leadership.

Retail Banking and Customer Experience leverages the bank’s retail banking expertise and Customer Experience capabilities to deliver a broad range of world-class banking solutions to millions of customers.

This position will focus on customer-centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading retail banking solutions.

The job holder is responsible for leading retail and customer experience teams across our extensive branch network to drive and achieve a significant growth while maximizing sustainable profitability for the bank.


Knowledge and Experience

  • University degree or above in a relevant business discipline e.g. business administration, finance;
  • At least 15 years’ experience in commercial banking/Retail/distribution management including a minimum of 5 years proven and progressive EXCO experience;
  • Sound knowledge of Retail management, services and processes together with exposure in branch operations or customer service delivery;
  • Thorough understanding of regulatory framework and pertinent banking regulations.
  • Ability to apply broad knowledge of leading practices, business challenges, and consumer business models to identify trends, competitive advantages, pain points and risks—not just historically, but proactively where possible—to create perspective in the area of Customer Experience and to help drive loyalty and retention.

Skills and Abilities

  • Strong leadership, marketing, sales and management skills;
  • Highly effective communicator with excellent interpersonal and motivational skills;
  • Solid performance management and motivational skills;
  • Excellent relationship building and stakeholder management skills;
  • Strong managerial, planning, analytical, decision-making, lateral thinking skills;
  • Able to navigate conflicting strategic priorities and decisions.

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Nairobi, Kenya

Nairobi County

Sales and Marketing
Updated: June 28, 2018 — 9:45 am