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Head, Customer Loyalty & Retention Apply Now

  46
  Customer Experience & Advocacy
  Lagos

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.
  • Customer Retention
  • Elicit concrete information  from customers via surveys and campaigns.
  • Request processing for customers
  • Complaint tracking

 

  • 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.
  • Work Experience:
    • 3+ years of customer loyalty and retention experience.
    • Data analysis experience using Excel with pivot tables and statistical analysis.
  • Other Requirements:
    • Customer Focus
    • Tech savvy
    • Action orientation
    • Drive results
    • Cultivate Innovation
    • Ability to optimize work processes
    • Resilience
    • Self Development
    • Nimble Learning
    • Ensures Accountability
    • Develops Talent
    • Drives Engagement
    • Drives Vision & Purpose
    • Excellent Decision