Job Title: Customer Retention Lead
Organisation: NFT Consult Ltd
Duty Station: Kampala, Uganda
About Organisation:
NFT Consult Ltd is a business process outsourcing firm with offices in Uganda, South Africa, Kenya, Botswana Rwanda, Tanzania, Zambia, Burundi and South Sudan.
Job Summary: The Customer Retention Lead will play a critical role in enhancing customer loyalty and reducing churn. This position demands a proactive and strategic individual who can develop and implement effective retention strategies. The ideal candidate will have a deep understanding of customer behaviour and possess strong analytical and communication skills.
Key Duties and Responsibilities:
- Retention Strategy Development: Design and implement comprehensive customer retention strategies aimed at reducing churn and increasing customer lifetime value. Tailor strategies to address the specific needs and behaviors of different customer segments.
- Data Analysis: Analyze customer data to identify trends, patterns, and root causes of churn. Use insights to develop targeted retention initiatives and campaigns.
- Customer Engagement: Develop and execute engagement programs to foster strong relationships with customers. Utilize various channels such as email, SMS, social media, and direct calls to engage customers.
- Loyalty Programs: Create and manage customer loyalty programs that reward long-term customers and incentivize continued usage of Lycamobile services.
- Customer Feedback: Collect and analyze customer feedback through surveys, focus groups, and other methods. Use feedback to improve products, services, and customer experiences.
- Cross-Functional Collaboration: Work closely with sales, marketing, customer service, and product development teams to ensure a cohesive approach to customer retention.
- Performance Monitoring: Establish key performance indicators (KPIs) to track the effectiveness of retention efforts. Regularly report on performance and adjust strategies as needed to achieve desired outcomes.
- Customer Communication: Develop clear and compelling communication materials for retention campaigns. Ensure all customer interactions are aligned with Lycamobile’s brand and values.
- Issue Resolution: Identify and address issues that may lead to customer dissatisfaction or churn. Work with relevant teams to resolve problems quickly and effectively.
- Market Research: Stay informed about industry trends, competitor activities, and best practices in customer retention. Apply this knowledge to continuously improve retention strategies.
Qualifications, Skills and Experience:
- Bachelor’s degree in business administration, Marketing, or a related field.
- At least five years of experience in customer retention, customer relationship management, or a related role.
- Proven track record of developing and implementing successful retention strategies.
- Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
- Excellent communication and interpersonal skills.
- Proficiency in CRM software and other customer retention tools.
- Ability to work collaboratively in a cross-functional team environment.
- Strong organizational and project management skills.
- Customer-centric mindset with a passion for delivering exceptional customer experiences.
- Experience in the telecommunications industry is a plus.
How to Apply:
All suitably qualified and interested candidates should apply online through the NFT jobs portal.
Deadline: 12th July 2024
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