Specialist.Loyalty and Retention at Etisalat Nigeria

Etisalat's vision is a world where people’s reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel
 
Etisalat Nigeria is recruiting to fill the below position:

Job Title: Specialist.Loyalty and Retention

Location: Lagos,NG
        
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
• Excellent problem-solving skills
• Familiarity with analytics
• Excellent inter-personal skills
• Excellent project management skills

Application Closing Date
15th November, 2012

How To Apply
Interested and qualified candidates should:
Click here to apply online

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