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
Note: When the page comes up click on
New Jobs (Last 7 days)