Customer Acquisition Head

Market Solutions Practice (MSP)

MSP corrects market failures by deploying Kifiya’s four core infrastructures—intelligent data & decisioning, intelligent financial services, digital agriculture, and smart mobility—to enable MSMEs, smallholder farmers, and low-to-middle-income individuals to access finance and markets. Our work drives job creation, social inclusion, and economic empowerment, making us a partner of choice for impact funders.

Program Overview: SAFEE Shared Facility

Under the Sustainable Access to Finance to Enable Entrepreneurship (SAFEE) program (a Kifiya–Mastercard Foundation partnership), the Shared Facility provides digital infrastructure and data-management tools to our Foundation partners. By unlocking $1.2 billion in liquidity through a 1:3 leverage model and declining guarantees, SAFEE empowers 477,861 youth‑ and women‑led MSMEs across Agriculture, Manufacturing, and Digital Entrepreneurship.

Position Summary

The Customer Acquisition Head is responsible for developing and executing targeted acquisition strategies to broaden access to inclusive financial services. You will focus on sourcing customers via Business Development Executives (BDEs), partner banks, and digital platforms, setting disaggregated targets by gender, region, and channel. Working closely with the national customer acquisition department, you’ll oversee customer onboarding, coordinate credit access, monitor KPIs, and ensure operational alignment across field and digital channels. In this role, you’ll manage partner relationships, support implementation of outreach and credit initiatives, and drive inclusive finance outcomes through actionable insights and performance tracking.

Key Responsibilities

1. Customer Sourcing & Target Setting

• Define disaggregated targets by gender, region, product, and channel (BDEs, banks, fintechs, digital).
• Collaborate with Business Development Executives (BDEs), banking/partner teams, and digital platform leads to build and activate sourcing pipelines.
• Develop acquisition strategies customized for inclusive finance segments.

2. Onboarding & Credit Connection

• Lead end-to-end customer onboarding: from eligibility assessment and KYC checks to system enrollment.
• Coordinate with credit team to review applications, perform approvals, and connect customers to credit products (such as microloans, digital credit lines).
• Monitor onboarding success, dropout rates, conversion ratios, and ensure smooth credit disbursements.

3. Operational Execution & Coordination

• Work closely with the national customer acquisition department to synchronize strategy, targets, and results.
• Participate in planning and execution of campaigns, field engagement, and roadshows.
• Track operations: onboarding volume, credit connection rates, default/rejection KPIs, and system-level metrics.

4. Implementation, Monitoring & Reporting

• Build dashboards and generate weekly/monthly reports showing progress versus targets across all channels.
• Conduct root‑cause analysis on gaps (e.g. low onboarding, credit rejections) and recommend corrective actions.
• Identify operational bottlenecks in field or digital channels and collaborate with stakeholders to resolve them.

5. Training & Capacity Building

• Train BDEs, partner agents, and internal staff on inclusive finance principles, credit eligibility, onboarding process, and responsible lending.
• Support continuous improvement of staff knowledge through refresher sessions, tools, SOPs.

6. Compliance & Customer Protection

• Ensure all onboarding and credit processes comply with internal credit guidelines, regulatory requirements, and principles of consumer protection.
• Monitor feedback or complaints related to onboarding and credit experience; escalate and follow-up resolution

• Bachelor’s/Master’s (preferable) in Business, Finance, Economics, Development Studies, or related field.
• 8–10 years’ experience in program or partnership management—ideally in digital finance, fintech, MSME, or development programs.
• Proven track record managing multi‑disciplinary teams and high‑value partnerships.

Technical & AI Skills

• Preferably experienced in advanced data analysis (SQL, Excel, BI tools) to interpret AI‑driven insights and support decision‑making.
• Proficient in leveraging AI/ML‑powered platforms for reporting, monitoring, and partner performance forecasting.
• Familiarity with digital partnership tools (CRM/PRM) and automated data‑integration workflows.
• Solid understanding of blended finance mechanisms and digital lending ecosystems.

Analytical & Data Skills

• Advanced capability to translate quantitative findings into strategic recommendations for diverse stakeholders.
• Comfortable using BI tools and data visualization to communicate AI‑driven insights.

Behavioral Competencies

• Team player, Strategic thinker with strong execution focus.
• Excellent stakeholder management and communication skills.
• Collaborative leadership style, with a passion for innovation and financial inclusion.