Head, Customer Loyalty & Retention at ipNX Nigeria Limited

  IpNX Nigeria Limited · Lagos

  • hotnigeriajobs.com
  • Posted: 1 year ago
  • Expiry: 9 months ago
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ipNX Nigeria Limited is an integrated info-communications company focused on providing every person, every home and every business in Nigeria with world-class information, communication, and entertainment services.

We are recruiting to fill the position below:

Job Title: Head, Customer Loyalty & Retention

Job ID: 46
Location: Lagos
Department: Customer Experience & Advocacy
Function: Supervise all activities of Retention unit.
Reporting to: Head, Customer Experience & Advocacy
Travel Frequency: Minimal

Purpose of the Job
  • To proactively build relationships with customers.
  • This position coordinates executes and manages outbound call programs built to effectively retain customers through positive relationship building, listening to concerns/addressing issues and educating on available products and services, supervising all activities of the customer retention unit.
  • Identify /execute retention strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide an update to the Leadership.
Expected Key Results:
  • Reduce customer churn.
  • Increase customer loyalty.
  • Customer Retention
  • Elicit concrete information from customers via surveys and campaigns.
  • Request processing for customers
  • Complaint tracking
Educational Qualifications & Functional Skills
  • Minimum 2.2/Upper Credit Bachelor's Degree in Social Sciences.
  • Post Graduate degree (MBA, M.Sc., etc.) an added advantage.
  • Professional Qualification in Customer Experience Management an added advantage.
  • Work Experience:
  • 3+ years of customer loyalty and retention experience.
  • Data analysis experience using Excel with pivot tables and statistical analysis.
Other Requirements:
  • Customer Focus
  • Tech-savvy
  • Action orientation
  • Drive results
  • Cultivate Innovation
  • Ability to optimize work processes
  • Resilience
  • Self Development
  • Nimble Learning
  • Ensures Accountability
  • Develops Talent
  • Drives Engagement
  • Drives Vision & Purpose
  • Excellent Decision
Application Closing Date
30th April 2018.

How to Apply

Interested and qualified candidates should:
Click here to apply online

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IpNX Nigeria Limited

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ipNX is an information, communications and technology (ICT) company specializing in network connectivity and delivery of internet, telephony, television as well as cloud-based software application services to corporate and residential customers.

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