Customer Relationship Analyst at Nigerian Economic Summit Group (NESG)

Job Summary:

• As a Customer Relationship Analyst, you will play a vital role in ensuring that our customers have a positive and satisfying experience with our company.
• You will be responsible for analysing customer interactions, feedback, and data to identify opportunities for improvement and drive customer loyalty.
• This role requires a combination of analytical skills, communication skills, and a genuine passion for delivering exceptional customer engagement.

Key Responsibilities:

Customer Data Analysis: 

• Analyse customer data, feedback, and behaviour to identify trends and patterns.
• Use data to develop insights into customer preferences, needs, and pain points.
• Collaborate with cross-functional teams to translate insights into actionable strategies.

Customer Feedback Management:

• Collect, organize, and analyse customer feedback through surveys, reviews, and other channels.
• Identify recurring issues and recommend improvements to enhance the customer experience.
• Monitor and report on customer satisfaction metrics.

Customer Engagement and Retention:

• Develop and implement strategies to engage with customers and build long-lasting relationships.
• Create personalized customer experiences through targeted communication and outreach.
• Identify opportunities to increase customer retention and reduce churn.

Process Improvement:

• Work closely with relevant departments to streamline and optimize customer-facing processes.
• Suggest and implement improvements to enhance efficiency and effectiveness.

Communication and Training:

• Collaborate with customer service teams to ensure consistent communication and support.
• Provide training and guidance to employees on customer-centric practices.

Reporting and Documentation:

• Maintain accurate records of customer interactions and data.
• Generate regular reports and presentations to communicate findings and recommendations.

Qualifications:

• Bachelor's degree in Business, Marketing, or a related field (Master's degree is a plus).
• Proven experience in customer service, data analysis, or a related role.
• Strong analytical skills and proficiency in data analysis tools/software.
• Excellent communication and interpersonal skills.
• A customer-focused mind-set with a passion for delivering outstanding customer experiences.
• Ability to work independently and collaboratively in a team environment.
• Proficiency in using CRM software and Microsoft Office Suite.
• Attention to detail and strong organizational skills.