Head of Digital Customer Growth and Engagement

Job DescriptionJob Title: Head of Digital Customer Growth and EngagementGroup/Department: Consumer & Commercial BankingReports to: Group Head of Business Digitization and AnalyticsLocation: TBCJob PurposeThe Head of Digital Customer Growth and Engagement is accountable for driving the acquisition, activation, retention, and monetization of digital customers across all digital channels. This leader will set and execute strategies to expand the digital customer base, maximize engagement, and deliver commercial outcomes—including revenue and profitability—through data-driven, innovative, and customer-centric approaches.JOB CONTEXTAs digital platforms become central to business operations, driving growth and engagement is critical for business success. The Head of Digital Growth and Engagement must understand customer behavior, leverage digital marketing tools, and implement targeted growth strategies. This role ensures that the organization stays competitive by continuously enhancing the customer journey, increasing digital adoption, and improving the overall customer experience through engagement campaigns and growth initiatives. The role is responsible for driving revenue of digital platforms.Key Responsibilities Digital Growth & Commercial Strategy Develop and own the end-to-end digital customer lifecycle strategy, including acquisition, activation, engagement, retention, and monetization. Drive P&L for digital customer segments, ensuring commercial targets (revenue, profitability, digital adoption) are met or exceeded. Identify and implement new business models, partnerships, and digital revenue streams. Customer Engagement & Experience Design and execute personalized, multi-channel engagement campaigns (email, push, in-app, social, etc.) to deepen relationships and increase customer lifetime value. Collaborate with product, experience, and channel teams to deliver seamless, compelling digital journeys. Data-Driven Marketing & Experimentation Leverage analytics, segmentation, and behavioral insights to optimize growth and engagement initiatives. Foster a test-and-learn culture, utilizing A/B testing and rapid experimentation to drive continuous improvement. Performance Management Define, track, and report on KPIs such as digital adoption, engagement rates, NPS, revenue, churn, CAC, and CLV. Use data to iterate and refine strategies, ensuring measurable business impact. Stakeholder & Change Management Influence and align with senior stakeholders across business, technology, analytics, and compliance. Contribute to digital transformation and change management initiatives to accelerate digital adoption. Innovation & Emerging Technologies Stay abreast of digital trends, tools, and best practices; pilot and scale new technologies that enhance digital engagement and growth. Regulatory & Compliance Ensure all digital customer growth and engagement initiatives comply with regulatory, data privacy, and security requirements. Team Leadership Build, mentor, and inspire a high-performing team of digital growth and engagement professionals. Foster a culture of creativity, innovation, and excellence.Qualifications And Experience Growth-oriented, commercially driven, and customer-centric. Strong analytical and data-driven decision-making skills. Strategic, innovative, and forward-thinking. Excellent collaboration, stakeholder management, and communication skills. Inclusive leadership and team development abilities. Adaptable and resilient in a fast-paced, dynamic environment. High integrity and commitment to regulatory compliance and data privacy. Bachelor's degree in Marketing, Business, Digital Marketing, or a related field. A master’s degree in Marketing or Digital Strategy is an advantage. Minimum of 8 years of experience in digital marketing, customer engagement, or growth strategy roles. Proven track record in driving digital growth and user engagement in a customer-centric environment, preferably in financial services or a technology-driven business. Experience managing large-scale marketing campaigns across multiple channels (email, social media, mobile, etc.). Familiarity with analytics tools, CRM systems, and marketing automation platforms. .COMPETENCIES AND BEHAVIOURS Growth-Oriented: Strong focus on driving customer acquisition, retention, and engagement, with a track record of delivering measurable results. Customer-Centric Mindset: Deep understanding of customer behaviour and needs, with a passion for building relationships and delivering exceptional experiences. Data-Driven: Ability to analyse data, derive insights, and apply findings to refine and optimize growth and engagement strategies. Strategic & Innovative Thinking: A forward-thinking mindset with the ability to develop innovative, impactful strategies that drive growth and engagement. Collaboration & Communication: Excellent interpersonal and communication skills, with the ability to work effectively with cross-functional teams and stakeholders. Leadership & Mentorship: Proven leadership skills, with the ability to manage and inspire a team, fostering a culture of creativity, innovation, and excellence. Adaptability: Ability to thrive in a fast-paced, dynamic environment, balancing multiple priorities and adapting strategies to changing conditions. Collaboration & Communication: Excellent interpersonal skills, with the ability to communicate design ideas and concepts clearly and work collaboratively with diverse teams.About UsEcobank is committed to providing equal opportunities to all and fostering an inclusive and diverse workplace. To this end, we encourage applications from individuals regardless of their nationality, race, gender, age, social class, religion, beliefs, and disability while fully adhering to the local laws and regulations established where Ecobank operates.