Latest Vacancy at Etisatlat Nigeria (Apply Now)

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 thinking
• Proactively identify processes, policies and procedures which adversely impact customer satisfaction.
• 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 Life-cycle 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.

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