ABOUT FINCA IMPACT FINANCE

FINCA Impact Finance believes all people should have the opportunity to leverage their wisdom, talent and effort to determine their own destiny. Our worldwide network of full-service banks and microfinance institutions are grounded in the conviction that inclusive finance is critical to bringing people out of poverty. FINCA sets standards for the microfinance industry, constantly innovating and developing new products and services that help our customers achieve their dreams. Millions of entrepreneurs rely on FINCA's commitment to customer protection and an unmatched customer experience to build a better future for themselves, their families, and their communities.

FINCA Impact Finance's global network of microfinance institutions and banks provides responsible financial services and enables low-income entrepreneurs and small business owners to invest in their future. With 40 years of experience and a mostly local staff of nearly 5,000, FINCA delivers a double bottom line of social impact and profitability. We hire people from a wide variety of backgrounds at all career stages to fully connect with our customers and strengthen the institution. FINCA expects employees to personify our values of transparency, active listening, accountability, and respect. Successful candidates will embrace our brand attributes of warmth, trust, and responsible banking, and possess a commitment to collaboration, service, and inclusivity.

Role Purpose

The Chief Commercial Officer (CCO) is a member of the Management Board whose main responsibilities are to drive the growth, commercial innovation, product development, and market penetration, and brand management.

The CCO develops and executes strategic initiatives to increase FINCA's client base, drive sales growth, and ensure its commercial success. The CCO spearheads development of business and sales strategies, aiming to achieve sustainable growth while maintaining high-quality standards. The CCO is responsible for leading and managing the overall customer experience strategy. The CCO works closely with other departments to integrate customer-centric practices into the company's operations, monitor and drive customer satisfaction KPIs, foster long-term customer loyalty, and maximize FINCA's overall impact on its customers.

Accountabilities

Growth Strategy Development

• Collaborate and guide market research and analysis teams to identify new business opportunities and areas of improvement,
• Develop and implement sales strategies for revenue growth, emphasizing market expansion and product/service penetration
• Manage overall product portfolio.

Strategic Planning and Execution

• Develop and execute commercial strategies to drive customer growth and deepen our relationships with existing customers, all in service of the FINCA mission,
• Co-lead strategic planning and execution to ensure that customer acquisition, retention, and operational efficiency initiatives are aligned with the organization's long-term goals and objectives.

Customer Experience Management

• Establish clear customer experience goals and metrics to measure success and drive continuous improvement,
• Employ human-centered design (HCD) practices to ensure tailored experiences across all touchpoints that maximize impact,
• Leverage customer data analytics to gain insights into customer behavior, preferences, and needs,
• Develops and implements initiatives to enhance the customer journey at every touch point and eliminate friction point,
• Continuously monitor and evaluate the effectiveness of customer experience initiatives and make data-driven improvements.

Customer Acquisition and Retention

• Develop and implement strategies to acquire new customers and retain existing ones, ensuring FINCA's mission customer remains a priority,
• Strategize and drive marketing and sales activities, ensuring alignment with overall business goals,
• Set customer acquisition and retention targets and monitor for strategy alignment to ensure achievement of targets/ KPIs.

Marketing and Communications

• Lead development of sales campaigns and execution to promote products and services and analyze marketing data to measure campaign effectiveness,
• Oversee management of FINCA's brand image with customers through marketing activities,
• Guide communications activities that build the profile of FINCA leaders, strengthen partnerships, and publicly demonstrate FINCA's value to its stakeholders and the media,
• Lead ideation for product development and marketing strategy to meet customer need.

Product Development

• Oversee product development and product management to deliver customer centric products in line with FINCA's mission,
• Ensure a full suite of productive financial products that are delivering maximum customer and business value.

Market Expansion

• Develop network to keep track of market trends and forestall changing economic dynamics,
• Assess the impact on market share and penetration, tracking the successful implementation of strategies aimed at expanding the organization's presence and influence within the target market.

Quality Maintenance

• Maintain and enhance the quality of products/services to meet or exceed industry standards, ensuring alignment with the organization's commitment to excellence.

People and Leadership

• Provide leadership, management and strategic direction for FINCA employees,
• Cultivate a high-performance working environment, a sense of belonging, and an affinity to FINCA's mission and brand values
• Lead and evaluate work of subordinated staff,
• Anticipate staffing needs, participate in recruitment efforts, and attract the right people in support of growth and outreach plans,
• Retain, motivate and maximize the productivity of staff through mentoring, transparent communication, performance management, and career planning,
• Set and successfully communicate performance measurements and targets to staff in a way that drives business growth, motivates staff, and aligns with FINCA's corporate strategy,
• Represent FINCA externally, communicating FINCA's value and mission delivery to key stakeholders.

Innovation and Digital Transformation

• Collaborate closely with FIF, MB members and other stakeholders to drive innovation and lead digital transformation initiatives within the organization. This involves exploring emerging technologies, identifying opportunities for process automation, and fostering a culture of continuous improvement and adoptability.

Quality Maintenance:

• Maintains and enhances the quality of products/services to meet or exceed industry standards, ensuring alignment with the organization's commitment to excellence.

• Collaborate and guide market research and analysis teams to identify new business opportunities and areas of improvement,
• Develop and implement sales strategies for revenue growth, emphasizing market expansion and product/service penetration
• Manage overall product portfolio.
• Develop and execute commercial strategies to drive customer growth and deepen our relationships with existing customers, all in service of the FINCA mission,
• Co-lead strategic planning and execution to ensure that customer acquisition, retention, and operational efficiency initiatives are aligned with the organization's long-term goals and objectives.
• Establish clear customer experience goals and metrics to measure success and drive continuous improvement,
• Employ human-centered design (HCD) practices to ensure tailored experiences across all touchpoints that maximize impact,
• Leverage customer data analytics to gain insights into customer behavior, preferences, and needs,
• Develops and implements initiatives to enhance the customer journey at every touch point and eliminate friction point,
• Continuously monitor and evaluate the effectiveness of customer experience initiatives and make data-driven improvements.
• Develop and implement strategies to acquire new customers and retain existing ones, ensuring FINCA's mission customer remains a priority,
• Strategize and drive marketing and sales activities, ensuring alignment with overall business goals,
• Set customer acquisition and retention targets and monitor for strategy alignment to ensure achievement of targets/ KPIs.
• Lead development of sales campaigns and execution to promote products and services and analyze marketing data to measure campaign effectiveness,
• Oversee management of FINCA's brand image with customers through marketing activities,
• Guide communications activities that build the profile of FINCA leaders, strengthen partnerships, and publicly demonstrate FINCA's value to its stakeholders and the media,
• Lead ideation for product development and marketing strategy to meet customer need.
• Oversee product development and product management to deliver customer centric products in line with FINCA's mission,
• Ensure a full suite of productive financial products that are delivering maximum customer and business value.
• Develop network to keep track of market trends and forestall changing economic dynamics,
• Assess the impact on market share and penetration, tracking the successful implementation of strategies aimed at expanding the organization's presence and influence within the target market.
• Maintain and enhance the quality of products/services to meet or exceed industry standards, ensuring alignment with the organization's commitment to excellence.
• Provide leadership, management and strategic direction for FINCA employees,
• Cultivate a high-performance working environment, a sense of belonging, and an affinity to FINCA's mission and brand values
• Lead and evaluate work of subordinated staff,
• Anticipate staffing needs, participate in recruitment efforts, and attract the right people in support of growth and outreach plans,
• Retain, motivate and maximize the productivity of staff through mentoring, transparent communication, performance management, and career planning,
• Set and successfully communicate performance measurements and targets to staff in a way that drives business growth, motivates staff, and aligns with FINCA's corporate strategy,
• Represent FINCA externally, communicating FINCA's value and mission delivery to key stakeholders.
• Collaborate closely with FIF, MB members and other stakeholders to drive innovation and lead digital transformation initiatives within the organization. This involves exploring emerging technologies, identifying opportunities for process automation, and fostering a culture of continuous improvement and adoptability.
• Maintains and enhances the quality of products/services to meet or exceed industry standards, ensuring alignment with the organization's commitment to excellence.

• Strategic planning and execution,
• Market analysis and business development,
• Strong leadership and team management,
• Financial acumen and budgeting,
• Customer relationship management,
• Sales and marketing expertise,
• Excellent communication and negotiation skills,
• Innovative thinking and problem-solving abilities,
• Robust commitment to FINCA's mission of financial inclusion,
• Comprehensive understanding of strategic marketing and communications.

• Bachelor's degree in business administration, or a related field is required,
• MBA degree is preferred.