User Operations Head at Lontor Hi-Tech

At Lontor, our vision is to ensure a better quality of life for you and your family. We provide solutions to developing countries through affordable and quality rechargeable products. All our products are a combination of function, quality, design, and value - with you at the core.

We are recruiting to fill the position below:

Job Title: User Operations Head

Location: Victoria Island, Lagos
Employment Type: Full-time

Responsibilities
User Experience Mechanism Development:

• Establish user feedback channels, such as customer service hotlines, online support, and user feedback mechanisms, to promptly collect user opinions and suggestions.
• Organize and categorize user feedback, creating standardized response scripts for common issues (such as fare calculation and driver service quality) and analyzing important problems for optimization
• Conduct regular followups with users, especially new users and those who have previously lodged complaints, to understand their experience and enhance their perception of the platform. For example, follow up with new users via SMS or phone calls to inquire about their satisfaction with their first ride experience.

User Lifecycle Management:

• Develop a user lifecycle system, creating activity strategies for high-frequency users, low-frequency users, and silent users, designing different conversion plans based on current user behavior.
• Plan a membership management system, such as a points system or membership tier structure. For example, users can earn points for each ride that can be redeemed for coupons or other gifts; classify membership levels based on ride frequency and spending amounts, offering different discounts and services for different tiers of members.
• Analyze user behavior data to identify high-value users and those at risk of churn. By analyzing data on ride frequency, spending amounts, and usage timeframes, segment users and develop personalized retention strategies for different tiers of users.
• Collaborate with other departments (such as product teams) to optimize product features and services to improve user satisfaction and loyalty. For instance, based on user feedback, suggest that the product team add personalized ride service options.

Requirements

• Candidates should possess a Bachelor's Degree with 4 - 6 years work experience.

Application Closing Date
20th February, 2025.