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 thinking.
Proactively identify processes, policies and procedures which adversely impact customer satisfaction leading to chur.
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
CLICK HERE TO APPLY
DUE DATE: November 30, 2012.
