Team Lead, Customer Relationship Management

About the role

Access Bank Plc is seeking a seasoned Team Lead to drive the strategy and delivery of its Customer Relationship Management (CRM) platform. The role will oversee the CRM ecosystem, ensuring it aligns with the bank’s digital, business and customer experience goals.

Key responsibilities

• Define and execute the bank’s CRM strategy in partnership with Business, Marketing, Digital Channels, IT and Data teams.
• Own and manage enterprise CRM platforms such as Salesforce, Microsoft Dynamics or Oracle CRM.
• Lead customer segmentation, lifecycle management, personalization and targeted engagement initiatives.
• Oversee integration of CRM with core banking, digital channels, contact centres and analytics platforms.
• Ensure multi‑channel support (branch, mobile, web, email, SMS) and drive campaign management, journey design and performance tracking.
• Govern customer data usage in line with NDPR, data privacy and security standards.
• Monitor system performance, data quality and user adoption, providing executive dashboards on behaviour, churn and lifetime value.
• Manage vendor relationships, roadmap planning, upgrades and continuous improvement of CRM processes.

Required profile

• Minimum Bachelor’s degree in STEM, Computer Science, Information Systems, Engineering, Business Administration or related field.
• At least 8 years of experience in CRM strategy, implementation and management, preferably within banking or financial services.
• Strong analytical, problem‑solving and decision‑making abilities.
• Proven leadership, stakeholder management and cross‑functional collaboration skills.

Required skills

• Hands‑on experience with Salesforce, Microsoft Dynamics or Oracle CRM.
• Deep knowledge of customer data architecture and lifecycle management.
• Understanding of data governance, privacy (NDPR) and security frameworks.
• Advanced reporting and dashboarding capabilities.