Retention Coordinator at Lumos Nigeria

Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones

We are recruiting to fill the position below:

Job Title: Retention Coordinator

Location: Lagos
Function: Service
Reporting Relationship (Line Manager): Customer Service Support Manager

Job Responsibilities
Customer Management:

• Responsible for the retention of prospective and existing customers
• Administration of all Retention & Close Looping processes
• Provide trends and insights of customer behavior to Management
• Provide support to other Teams within the business
• Develop good relationship management processes with both existing accounts and prospective customers.

Team management:

• Qualitative & quantitative monitoring, evaluation and feedback
• Performance management of Shift-leads & Agents

Implementation of Initiatives & Campaigns:

• Co-ordinate and implement all campaigns and initiatives on established survey tools
• Ensure cross functional co-operation for delivery of initiatives and campaigns with other Teams
• Provide reporting on activities implemented
• Provide recommendations as to enhancements to improve performance

Value & Revenue Generation:

• Identify areas of non-performance with the aim of reducing process defects by influencing and ensuring all process delivers as per norms
• Provide recommendations to Management on ways to improve usage and perceived customer value Administer Premier program
• Encourage ALL existing customer to subscribe timely to avoid dark days and reduce churn within sector
• Close loop with all lost customers and administers learnings to the business

Business Goal Alignment:

• Implement offers that elicit minimum spend commitments from customers thereby ensuring ARPU consistency
• Use the established customer segmentation model for effective monitoring and targeting of customers with unique propositions to ensure continuous activity
• Track campaign results, analyze data, and assess the effectiveness and profitability of retention campaigns; modify strategies as indicated
• Implement a continuous development process for up skilling staff to deliver on Business Objectives in conjunction with Human resources.
• Create effective alternative channels that encourages employees share opinions and ideas
• Implement & review Feedback from Employee Engagement surveys

Dimensions:

• Customer Retention & satisfaction
• ARPU
• Close loop all service resolutions – Support center, Field Service Operations

Educational Qualifications & Functional / Technical Skills

• A bachelor's degree in any Science or Business area of specialty
• Management of 5 years’ experience in Retention; three of which must be in coordinating
• Customer service or process management experience (not less than 3 years)
• Understanding of the principle of CRM and Customer Management
• Understanding of the principles of Business Intelligence and Reporting
• Good interpersonal and relationship building skills

Relevant Experience:

• Project Management
• Understanding usage and retention
• Proven record of achieving business success sand relationship management
• Good oral and written communication skills; Report writing, Presentation

Other Requirements (Behavioral etc):

• Self-driven & Creative thinker
• Ability to question the status quo
• Result and service orientation
• People’s Management skill
• Analytical minded
• Ability to work under pressure
• Ability to wear multiple hats
• Delivery on goals and established timelines.

Application Closing Date
25th April 2019.

How to Apply
Interested and qualified candidates should send respective CV with a Cover Note to our official Careers email address via: careers@lumos.com.ng Subject should be job-title/Location (Retention Coordinator).

Note: Please note that applications not received on the or before the closing will not be considered for this current opening.