ipNX Nigeria Limited is an integrated info-communications company focused on providing every person, every home and every business in Nigeria with world-class information, communication and entertainment services.
We are recruiting to fill the position below:
Job Title: Head, Customer Loyalty & Retention
Job ID: 46
Location: Lagos
Department: Customer Experience & Advocacy
Function: Supervise all activities of Retention unit.
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal
Purpose of the Job
- To proactively build relationships with customers.
- This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive relationship building, listening to concerns/addressing issues and educating on available products and services, supervising all activities of the customer retention unit.
- Identify /execute retention strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide update to the Leadership.
Expected Key Results:
- Reduce customer churn.
- Increase customer loyalty.
- Customer Retention
- Elicit concrete information from customers via surveys and campaigns.
- Request processing for customers
- Complaint tracking
Educational Qualifications & Functional Skills
- Minimum 2.2/Upper Credit Bachelor's Degree in Social Sciences.
- Post Graduate degree (MBA, M.Sc., etc.) an added advantage.
- Professional Qualification in Customer Experience Management an added advantage.
Work Experience:
- 3+ years of customer loyalty and retention experience.
- Data analysis experience using Excel with pivot tables and statistical analysis.
Other Requirements:
- Customer Focus
- Tech savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Ability to optimize work processes
- Resilience
- Self Development
- Nimble Learning
- Ensures Accountability
- Develops Talent
- Drives Engagement
- Drives Vision & Purpose
- Excellent Decision
Application Closing Date
31st July, 2018.
How to Apply
Interested and qualified candidates should:
Click here to apply online