RETAIL RELATIONSHIP MANAGER AT KUDA BANK | RETAIL RELATIONSHIP MANAGER JOBS IN LAGOS

About Company:

Kuda is a money app for Africans on a mission to make financial services accessible, affordable and rewarding for every African on the planet. We’re a tribe of passionate and diverse people who dreamed of building an inclusive money app that Africans would love so it’s only right that we ended up with the name ‘Kuda’ which means ‘love’ in Shona, a language spoken in the southern part of Africa.

We’re giving Africans around the world a better alternative to traditional finance by delivering money transfers, smart budgeting and instant access to credit through digital devices.
We’ve raised over $90 million from some of the world's most respected institutional investors, and we’re rolling out our game-changing services globally from our offices in Nigeria, South Africa, and the UK.

Job Description:

• The Retail Premium Relationship Manager is responsible for managing and growing relationships with high-value retail and premium individual customers.
• The role focuses on delivering personalized banking support, improving customer engagement and satisfaction, and ensuring premium customers receive a seamless, high-quality banking experience aligned with the strategic goals of the Customer Experience function and the business.

Key Responsibilities:

• Manage a portfolio of premium retail customers and serve as their primary relationship contact for enquiries, requests, and escalations.
• Build strong relationships with premium customers by understanding their financial needs and providing tailored banking solutions.
• Proactively engage premium customers to drive satisfaction, retention, and product usage. 
• Ensure all customer queries are handled promptly, professionally, and within defined service levels
• Collaborate with internal teams to resolve customer issues efficiently.
• Support onboarding and activation of premium customers ensuring accurate KYC processes.
• Identify opportunities to cross-sell relevant retail banking products such as savings, cards, overdrafts, stocks.
• Monitor customer engagement trends and proactively address service gaps.
• Provide regular updates and reports on portfolio performance and customer insights.
• Support initiatives aimed at improving customer experience and premium service offerings.
• Stay informed on emerging trends in retail banking and premium customer engagement.
• Build strong internal relationships to enhance service delivery.
• Act as an escalation point for complex premium customer concerns.
• Maintain accurate customer records and contribute to customer profiling and segmentation.
• Maintain high customer experience standards and ensure premium service delivery.
• Identify opportunities to improve customer journeys, onboarding, and engagement processes.
• Prepare periodic portfolio performance and customer engagement reports.
• Any other duties as assigned.

Requirements:

• Strong interpersonal and relationship management skills.
• Excellent written and verbal communication skills.
• Ability to manage high-value customer relationships professionally and discreetly.
• Strong understanding of retail banking products and services.
• Strong analytical and problem-solving skills.
• Ability to influence and engage customers effectively.
• Customer-focused mindset with high attention to detail.
• Proficiency in CRM systems, banking platforms, and digital tools.
• Ability to manage multiple customer relationships simultaneously
• Minimum of 2–3 years experience in retail banking, relationship management, or customer experience role

Salary

Application Closing Date: Not specified

Application Instructions:

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