Card Retention Officer

About the Role

The Card Retention Officer is responsible for driving growth, profitability, and customer engagement of the bank’s debit and credit card portfolio. This includes increasing card acquisition, activation, usage, spend, and retention while delivering a superior customer experience whenever customers use 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. Building strong customer relationships to enhance satisfaction and loyalty is a key priority. Additionally, the role involves identifying customer needs and offering partnership experiences that deliver on customer lifestyle needs profitably.

Key Accountabilities

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

Qualifications

• Bachelor’s degree in Business, Finance, Economics, Marketing, or a related field.
• Professional certifications in payments or banking are an advantage.

Competencies

• Commercial and business development acumen.
• Marketing and campaign management.
• Data analysis (Excel, PowerPoint).
• Presentation and communication skills.
• Negotiation and relationship management.
• Customer-centric mindset.
• Results-oriented with strong execution skills.
• Teamwork and interpersonal skills.
• Demonstrate integrity and professionalism.
• Good communication skills, both written and verbal.