New opening at Access Bank Plc @Access Bank Plc

📢 Job Alert: Team Lead, Customer Relationship Management (CRM) at Access Bank Plc – Lagos, Nigeria

Access Bank Plc is currently inviting applications for the position of Team Lead, Customer Relationship Management (CRM) within its IT Service Delivery Group. This full-time, on-site role based in Lagos offers an excellent opportunity for experienced professionals to lead and optimize enterprise CRM systems within one of Nigeria’s leading financial institutions.

The role is positioned at the Assistant Manager to Deputy Manager (AM–DM) grade level and reports directly to the Head of IT Service Delivery. The successful candidate will be responsible for providing strategic leadership and oversight for the bank’s CRM platforms and services, ensuring seamless integration with enterprise systems and enhancing customer engagement across multiple channels.

The Team Lead will play a critical role in defining and executing the bank’s CRM strategy, aligning it with broader business, digital transformation, and customer experience objectives. This includes managing enterprise CRM platforms such as Salesforce, Microsoft Dynamics, Oracle CRM, or similar systems, and ensuring their effective utilization across the organisation.

Key responsibilities include driving customer segmentation, lifecycle management, personalization, and targeted engagement strategies. The role requires close collaboration with cross-functional teams, including Business, Marketing, Digital Channels, IT, and Data units, to deliver impactful CRM-driven initiatives. The successful candidate will also oversee CRM integrations with core banking systems, digital platforms, contact centres, and analytics tools.

Additionally, the position involves managing multi-channel customer engagement strategies across branches, mobile platforms, web applications, email, SMS, and contact centres. The Team Lead will be responsible for campaign management, customer journey optimization, and performance tracking, as well as providing executive-level dashboards and insights on customer behavior, engagement, churn, and lifetime value.

The role also demands strong governance of customer data, ensuring compliance with data privacy regulations such as the Nigeria Data Protection Regulation (NDPR), while maintaining high standards of data quality and system performance. Vendor management, CRM upgrades, roadmap planning, and continuous process improvement are also key aspects of the position.

To be eligible, candidates must possess a Bachelor’s degree in a relevant field such as Computer Science, Information Systems, Engineering, or Business Administration, along with a minimum of 8 years of relevant experience in CRM, customer analytics, or digital channels. At least 3 years of leadership experience is required. Professional certifications such as ITIL are mandatory, while a Master’s degree and additional certifications are considered an added advantage.

Access Bank is seeking a strategic thinker with strong leadership, analytical, and problem-solving skills, as well as the ability to manage stakeholders and drive innovation in a fast-paced environment. This role presents a unique opportunity to contribute to digital transformation and customer-centric innovation within the banking sector.

Only shortlisted candidates will be contacted.

🔗 Apply here