Apply Now: Customer Relationship Management Job in Anthonia, Lagos (2026)

About Access Bank Plc

Access Bank Plc is a financial institution with a presence in 9 countries across Africa and the United Kingdom, and in all major cities in Nigeria. Also referred to as “Africa’s Bank of Best Practice,” Access Bank operates on a platform of strong ethics, governance, and professionalism, serving millions of customers across its extensive network.

Job Summary

Access Bank Plc is recruiting a Team Lead, Customer Relationship Management to provide strategic leadership and oversight for the Bank’s CRM platform and services. The role ensures reliable delivery, optimal system utilization, and seamless integration with enterprise and digital banking systems to support customer engagement and business objectives.

Quick Facts

• Job Title: Team Lead, Customer Relationship Management
• Company: Access Bank Plc
• Location: Lagos
• Job Grade: AM – DM
• Reports To: Head, IT Service Delivery
• Group: IT Service Delivery
• Experience Required: Minimum of 8 years (including 3+ years in leadership)
• Qualification: Bachelor’s Degree in STEM, Computer Science, Information Systems, Engineering, Business Administration, or related discipline

Key Responsibilities

• CRM Strategy: Define and execute the bank’s CRM strategy aligned with business, digital, and customer experience objectives.
• Platform Ownership: Own and manage enterprise CRM platforms (e.g., Salesforce, Microsoft Dynamics, Oracle CRM, or equivalent).
• Customer Engagement: Drive customer segmentation, lifecycle management, personalization, and targeted engagement strategies.
• Cross-Functional Partnership: Partner with Business, Marketing, Digital Channels, IT, and Data teams to deliver CRM-driven initiatives.
• Systems Integration: Oversee CRM integrations with core banking systems, digital channels, contact centers, and analytics platforms.
• Multi-Channel Support: Ensure CRM supports multi-channel customer engagement (branch, mobile, web, contact center, email, SMS).
• Campaign Management: Lead CRM-driven campaign management, customer journeys, and performance tracking.
• Data Governance: Govern customer data usage in line with data privacy, regulatory (NDPR), and security requirements.
• Performance Monitoring: Monitor CRM system performance, data quality, and adoption across the organization.
• Reporting: Provide executive dashboards and reports on customer behavior, engagement, churn, and lifetime value.
• Vendor Management: Lead vendor management, CRM enhancements, upgrades, and roadmap planning.
• Continuous Improvement: Drive continuous improvement, automation, and innovation within CRM processes

Requirements

Mandatory Qualifications & Experience

• B. SC in STEM, Computer Science, Information Systems, Engineering, Business Administration, or related discipline
• Minimum of 8 years cognate experience in CRM, customer analytics, digital channels, or related roles
• At least 3 years in a leadership or senior management position
• ITIL Certification
• Desirable
• Experience supporting a large-scale or highly regulated financial institution
• M. SC in a relevant field

Other relevant professional certifications and qualifications

• Required Knowledge, Skills and Abilities
• Technical & Functional Skills
• In-depth knowledge of CRM platforms and customer data architecture
• Strong understanding of customer lifecycle management and analytics
• Experience integrating CRM with enterprise and digital banking systems
• Knowledge of data governance, privacy, and security frameworks
• Strong reporting and dashboarding skills
• Supervisory Skills
• Strategic thinking and execution
• Team leadership and people management
• Stakeholder management and cross-functional collaboration
• Vendor and contract management
• Coaching and performance management
• Generic Skills
• Analytical and problem-solving skills
• Strong decision-making capability
• Initiative and ownership
• Excellent written and verbal communication
• Organizational and coordination skills

How to Apply

Interested and qualified candidates should apply directly through the official job listing:
👉 Apply Now – Team Lead, CRM at Access Bank Plc
Application Deadline: Not specified — apply as soon as possible, as these listings can close without notice.

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