Access Bank Plc, one of Nigeria’s largest financial institutions, is recruiting a Team Lead for Customer Relationship Management within its IT Service Delivery Group.
The role sits at Assistant Manager to Deputy Manager grade level and reports directly to the Head of IT Service Delivery.
It’s a strategic leadership position responsible for defining and executing the bank’s CRM strategy across enterprise platforms like Salesforce, Microsoft Dynamics, and Oracle CRM, while driving digital transformation and customer experience initiatives across the organisation.
With a minimum of 8 years of CRM experience required and at least 3 years in leadership, this is a senior technology role for someone who has already built a strong career at the intersection of banking, data, and customer engagement.
Responsibilities
* Provide strategic leadership and oversight for the bank’s CRM platforms and services
* Define and execute the bank’s CRM strategy aligned with business, digital transformation, and customer experience objectives
* Manage enterprise CRM platforms including Salesforce, Microsoft Dynamics, Oracle CRM, or similar systems
* Drive customer segmentation, lifecycle management, personalisation, and targeted engagement strategies
* Collaborate with Business, Marketing, Digital Channels, IT, and Data teams to deliver CRM-driven initiatives
* Oversee CRM integrations with core banking systems, digital platforms, contact centres, and analytics tools
* Manage multi-channel customer engagement strategies across branches, mobile, web, email, SMS, and contact centres
* Lead campaign management, customer journey optimisation, and performance tracking
* Provide executive-level dashboards and insights on customer behaviour, engagement, churn, and lifetime value
* Ensure compliance with the Nigeria Data Protection Regulation (NDPR) and maintain data quality standards
* Manage vendors, CRM upgrades, roadmap planning, and continuous process improvement
* Define and execute the bank’s CRM strategy aligned with business, digital transformation, and customer experience objectives
* Manage enterprise CRM platforms including Salesforce, Microsoft Dynamics, Oracle CRM, or similar systems
* Drive customer segmentation, lifecycle management, personalisation, and targeted engagement strategies
* Collaborate with Business, Marketing, Digital Channels, IT, and Data teams to deliver CRM-driven initiatives
* Oversee CRM integrations with core banking systems, digital platforms, contact centres, and analytics tools
* Manage multi-channel customer engagement strategies across branches, mobile, web, email, SMS, and contact centres
* Lead campaign management, customer journey optimisation, and performance tracking
* Provide executive-level dashboards and insights on customer behaviour, engagement, churn, and lifetime value
* Ensure compliance with the Nigeria Data Protection Regulation (NDPR) and maintain data quality standards
* Manage vendors, CRM upgrades, roadmap planning, and continuous process improvement
Requirements
* Bachelor’s degree in Computer Science, Information Systems, Engineering, Business Administration, or related field
* Minimum 8 years experience in CRM, customer analytics, or digital channels
* Minimum 3 years leadership experience
* ITIL certification is mandatory
* Master’s degree and additional certifications are an added advantage
* Proven experience managing enterprise CRM platforms (Salesforce, Microsoft Dynamics, Oracle CRM, or similar)
* Strong leadership, analytical, and problem-solving skills
* Ability to manage stakeholders and drive innovation in a fast-paced banking environment
* Knowledge of NDPR and data privacy compliance
* Minimum 8 years experience in CRM, customer analytics, or digital channels
* Minimum 3 years leadership experience
* ITIL certification is mandatory
* Master’s degree and additional certifications are an added advantage
* Proven experience managing enterprise CRM platforms (Salesforce, Microsoft Dynamics, Oracle CRM, or similar)
* Strong leadership, analytical, and problem-solving skills
* Ability to manage stakeholders and drive innovation in a fast-paced banking environment
* Knowledge of NDPR and data privacy compliance
