Card Retention Officer

HFCB Limited is a full-service banking entity under HFCB Group Plc, an integrated financial solutions provider regulated by the Central Bank of Kenya and Capital Markets Authority, with interests in Banking, Property and Insurance. The Group is listed at the Nairobi Securities Exchange.

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.

1. Design and execute customer campaigns to increase card usage.
2. Develop customer value propositions for different customer segments.
3. Support loyalty, rewards, cashback, and promotional campaigns.
4. Improve customer retention and reduce portfolio attrition.
5. Drive card activation and first-use rates through tactical campaigns
6. Increase card transaction volumes and spend per active card
7. Build relationships with merchants and support the Channels lead to engage fintechs, card schemes, and corporate partners to drive card profitability
8. Negotiate merchant offers and customer promotions.
9. Support co-branded card opportunities as an enabler to growth and retention

1. Bachelor’s degree in business, Finance, Economics, Marketing, or a related field.
2. Professional certifications in payments or banking are an advantage
3. Commercial and business development acumen
4. Marketing and campaign management
5. Data analysis (Excel, Power point)
6. Presentation and communication skills
7. Negotiation and relationship management
8. Customer-centric mindset
9. Results-oriented with strong execution skills
10. Team Work and Interpersonal skills
11. Demonstrate Integrity and Professionalism
12. Good communication Skills both written and verbal