| Job Title |
 |
Specialist.Loyalty and
Retention
|
| Location |
|
Lagos,NG
|
| Function |
|
|
| Job Summary |
|
|
|
Develop
and deploy tactical and strategic retention initiatives for Etisalat Nigeria�s
customer value segments with a focus on customer engagement, lifecycle
management and customer communications.
| ||
| Principal Functions |
|
|
|
Build
strong working relationships with a variety of cross-functional teams and
stakeholders to ensure that The Customer is at the heart of the business�s
thinking
Proactively
identify processes, policies and procedures which adversely impact customer
satisfaction leading to churn
Analyze
customer feedback and complaints to identify improvements to channel execution
and brand perception, thereby ensuring maximum customer satisfaction is
delivered across all touch-points
Identify
opportunities for customers to do more with our innovative products and
services, as well as achieve better results on our network with a view to
increase overall customer satisfaction and tenure on our
network
Promote
up-sell and cross-sell opportunities across the existing base using customer
intelligence and user behavior
Build
customer advocacy in the form of touch-point ideas which deliver emotional
connections to customers
Review
the monthly customer health-check reports to understand key drivers of
satisfaction, dissatisfaction, advocacy and churn
Develop
an action plan as appropriate to leverage or resolve key drivers of satisfaction
and dissatisfaction respectively
Develop
and administer the Customer Surprise and Delight programme
Work
closely with the Head-Customer Experience and Retention Management to develop
and manage a suite of retention and loyalty offers
Work
in collaboration with the wider Customer Care team on initiatives which deliver
against the retention and loyalty objectives as assigned by the Head-Customer
Experience and Retention Management
| ||
| Educational Requirements |
|
|
|
University
degree
Relevant
Masters/ MBA will be an added advantage
| ||
| Experience,Skills & Competencies |
|
|
|
At
least four (4) years directly relevant post-NYSC work experience in telecoms
and/ or consumer service sector, with at least most recent 2 years in customer
loyalty and retention preferred
Ideal
candidate must be a self-starter and able to demonstrate:
Knowledge
of Customer Experience Measurement Methodology
Knowledge
of Customer Lifecycle Management
Ability
to design loyalty and retention initiatives
Excellent
oral and written communication skills APPLY HERE
Excellent
problem-solving skills
Familiarity
with analytics
Excellent
inter-personal skills
Excellent
project management skills
|
