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  • Posted: Feb 1, 2018
    Deadline: Apr 30, 2018
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    ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provi...
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    Head, Customer Loyalty & Retention

    Job ID: 46
    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 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

    Method of Application

    Interested and qualified? Go to IpNX Nigeria Limited on careers.ipnxnigeria.net to apply

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