Retention Manager Ikeja

Retention Manager
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rnJob TypeFull Time
rnQualificationBA/BSc/HND
rnLocation Lagos
rnJob FieldSales / Marketing
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rnCustomer Management
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rnResponsible for the retention of prospective and existing customers
rnDefine and administer customer lifecycle management processes as they pertain to Service experience
rnResponsible for tracking all customer interactions
rnAdministration of all Complaints Management & Close Looping processes
rnProvide trends and insights of customer behavior to Management
rnProvide support to other Teams within the business
rnDevelop good relationship management processes with both existing accounts and prospective customers.
rnImplementation of Initiatives & Campaigns
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rnCo-ordinate and implement all campaigns and initiatives
rnEnsure cross functional co-operation for delivery of initiatives and campaigns with other Teams
rnProvide reporting on activities implemented
rnProvide recommendations as to enhancements to improve performance
rnValue & Revenue Generation
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rnIdentify areas of non-performance with the aim of reducing process defects by influencing and ensuring all process delivers as per norms
rnProvide recommendations to Management on ways to improve usage and perceived customer value Administer Premier program
rnEncourage ALL existing customer to subscribe timely to avoid dark days and reduce churn within sector
rnEffective Retrieval process, after exhausting all options and administer learnings to the business
rnBuild and Motivate team
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rnImplement offers that elicit minimum spend commitments from customers thereby ensuring ARPU consistency
rnDeploy customer segmentation model for effective monitoring and targeting of customers with unique propositions to ensure continuous activity
rnTrack campaign results, analyze data, and assess the effectiveness and profitability of retention campaigns; modify strategies as indicated
rnImplement a continuous development process for up skilling staff to deliver on Business Objectives in conjunction with Human resources.
rnCreate effective alternative channels that encourages employees share opinions and ideas
rnImplement & review Feedback from Employee Engagement surveys.