Customer Relationship Analyst at Nigerian Economic Summit Group (NESG)

Nigerian Economic Summit Group (NESG) is Nigeria's leading private sector think-tank dedicated to achieving sustainable economic development through private sector-led initiatives. Convener of the annual Nigerian Economic Summit (NES) since 1993, as a platform for bringing together private sector leaders and senior public sector officials to discuss and dialogue on the future of the Nigerian economy.

In 1993, a group of passionate and concerned private sector leaders representing key economic sectors conceived the Nigerian Economic Summit (NES) and sustained it as a platform for bringing together private sector leaders and senior public sector officials to discuss and dialogue on the future of the Nigerian Economy. Three years later, in 1996, the Nigerian Economic Summit Group (NESG) was established and incorporated as a non-profit, non-partisan private sector organisation with a mandate to promote and champion the reform of the Nigerian economy into an open, private sector-led globally competitive economy.

We are recruiting to fill the position below:

Job Title: Customer Relationship Analyst

Location: Lagos
Job Type: Full Time

Job Summary

• As a Customer Relationship Analyst, you will play a vital role in ensuring that our customers have a positive and satisfying experience with our company.
• You will be responsible for analysing customer interactions, feedback, and data to identify opportunities for improvement and drive customer loyalty.
• This role requires a combination of analytical skills, communication skills, and a genuine passion for delivering exceptional customer engagement.

Key Responsibilities
Customer Data Analysis: 

• Analyse customer data, feedback, and behaviour to identify trends and patterns.
• Use data to develop insights into customer preferences, needs, and pain points.
• Collaborate with cross-functional teams to translate insights into actionable strategies.

Customer Feedback Management:

• Collect, organize, and analyse customer feedback through surveys, reviews, and other channels.
• Identify recurring issues and recommend improvements to enhance the customer experience.
• Monitor and report on customer satisfaction metrics.

Customer Engagement and Retention:

• Develop and implement strategies to engage with customers and build long-lasting relationships.
• Create personalized customer experiences through targeted communication and outreach.
• Identify opportunities to increase customer retention and reduce churn.

Process Improvement:

• Work closely with relevant departments to streamline and optimize customer-facing processes.
• Suggest and implement improvements to enhance efficiency and effectiveness.

Communication and Training:

• Collaborate with customer service teams to ensure consistent communication and support.
• Provide training and guidance to employees on customer-centric practices.

Reporting and Documentation:

• Maintain accurate records of customer interactions and data.
• Generate regular reports and presentations to communicate findings and recommendations.

Qualifications

• Bachelor's Degree in Business, Marketing, or a related field (Master's degree is a plus).
• Proven experience in customer service, data analysis, or a related role.
• Strong analytical skills and proficiency in data analysis tools/software.
• Excellent communication and interpersonal skills.
• A customer-focused mind-set with a passion for delivering outstanding customer experiences.
• Ability to work independently and collaboratively in a team environment.
• Proficiency in using CRM software and Microsoft Office Suite.
• Attention to detail and strong organizational skills.

Application Closing Date
10th February, 2024.