Chief Commercial Officer job at FINCA Uganda | Apply Now

ESSENTIAL DUTIES

Growth Strategy Development

• Collaborate and guide market research and analysis teams to identify new business opportunities and areas of improvement

• Develop and implement sales strategies for revenue growth, emphasizing market expansion and product/service penetration

• Manage overall product portfolio.

Strategic Planning and Execution

• Develop and execute commercial strategies to drive customer growth and deepen our relationships with existing customers, all in service of the FINCA mission

• Co-lead strategic planning and execution to ensure that customer acquisition, retention, and operational efficiency initiatives are aligned with the organization's long-term goals and objectives.

Effective Customer Experience Implementation

• Responsible for delivering a superior customer experience across all FINCA service delivery channels. S/he ensures that the process of customer acquisition and service delivery across all branches and other service points is anchored on delivering a consistently superior customer experience.

• Strategize and plan to deliver operational service excellence and ensure that the branch workforce is capable, enabled and inspired to deliver on FINCA's brand promise, for customer improved customer acquisition, retention and loyalty.

• Ensure that all commercial staff have clear customer experience goals and metrics to measure success and drive continuous improvement

• Leverage customer data analytics to gain insights into customer behavior, preferences, and needs.

• Implements initiatives to enhance the customer journey at every touch point and through engagement with Marketing, seek to eliminate the friction points

• Continuously monitor and evaluate the effectiveness of customer experience initiatives in and make data-driven improvements.

Customer Acquisition and Retention

• Develop and implement strategies to acquire new customers and retain existing ones, ensuring FINCA's mission customer remains a priority

• Strategize and drive marketing and sales activities, ensuring alignment with overall business goals

• Set customer acquisition and retention targets and monitor for strategy alignment to ensure achievement of targets/ KPIs.

Marketing and Communications

• In co-ordination with Marketing, structure sales campaigns and execution plan to promote products and services.

• Implement the marketing and sales plan and management of FINCA's brand image with customers through field marketing activities.

Market Expansion

• Strategically develops outreach and expansion plans. Identifies new markets, regions, and clients.

• Develop network to keep track of market trends and forestall changing economic dynamics

• Assess the impact on market share and penetration, tracking the successful implementation of strategies aimed at expanding the organization's presence and influence within the target market.

• Leads the development, implementation and evaluating cross-functional decisions relating to market expansion that will enable FINCA achieve its long-term objectives.

People and Leadership

• Provide leadership, management and strategic direction for Commercial staff

• Cultivate a high-performance working environment, a sense of belonging, and an affinity to FINCA's mission and brand values

• Lead and evaluate work of subordinated staff

• Anticipate staffing needs, participate in recruitment efforts, and attract the right people in support of growth and outreach plans

• Retain, motivate and maximize the productivity of staff through mentoring, transparent communication, performance management, and career planning

• Set and successfully communicate performance measurements and targets to staff in a way that drives business growth, motivates staff, and aligns with FINCA's corporate strategy

• Communicate FINCA's value and mission delivery to key stakeholders in the course of duty.

Internal Controls and Quality Maintenance

• Maintain and enhance the quality of products/services to meet or exceed industry standards, ensuring alignment with the organization's commitment to excellence.

• Ensures the department and branches comply to internal control and regulatory policies, procedures and systems.

• Develop a system of reviewing, developing and continually improving policies, systems and processes to comply with lending, security, human resources and other internal and statutory requirements.

• Recommends appropriate changes to policy, procedures, and processes to ensure application of sound commercial operations