Function: Supervise all activities of Retention unit. Reporting to: Head, Customer Experience & Advocacy Location: Lagos Travel Frequency: Minimal
Purpose of the Job
To proactively build relationships with customers. This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive relationship building, listening to concerns/addressing issues and educating on available products and services, supervising all activities of the customer retention unit. Identify /execute retention strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide update to the Leadership.
Expected Key Results
Reduce customer churn.
Increase customer loyalty.
Elicit concrete information from customers via surveys and campaigns.
Request processing for customers
Educational Qualifications & Functional Skills:
Minimum 2.2/Upper Credit Bachelor's Degree in Social Sciences.
Post Graduate degree (MBA, M.Sc., etc.) an added advantage.
Professional Qualification in Customer Experience Management an added advantage.
3+ years of customer loyalty and retention experience.
Data analysis experience using Excel with pivot tables and statistical analysis.