Customer Retention Executive (Team Lead) at ORIKI Group

Job Summary

• The Customer Retention Executive is responsible for developing and overseeing initiatives to improve customer retention, loyalty, and satisfaction across all ORÍKÌ touchpoints.
• This role will manage customer engagement strategies, supervise the Customer Retention Officer, analyze retention data, and collaborate cross-functionally to ensure exceptional customer experience that drives repeat business and long-term loyalty.

Responsibilities
Retention Strategy & Execution:

• Develop and execute strategic initiatives to improve customer loyalty, reduce churn, and increase repeat purchases.
• Monitor customer behavior trends and design personalized engagement plans to re-engage inactive customers.
• Lead the implementation of retention campaigns in partnership with the Marketing and Customer Service teams.

Team Supervision:

• Supervise and guide the Customer Retention Officer, ensuring proper follow-ups and prompt resolution of issues.
• Set performance goals for the officer and track results regularly.

Customer Feedback Collection:

• Gather and analyze customer feedback to identify areas for improvement in the customer experience.
• Share feedback with the relevant departments to improve products, services, or processes.

Customer Engagement & Follow-Up:

• Proactively contact customers via phone, email, or other channels to follow up on their experience, ensuring satisfaction and addressing any concerns.
• Build and maintain strong relationships with customers, ensuring continued engagement with the brand.

Issue Resolution & Problem Solving:

• Address and resolve customer complaints or dissatisfaction, ensuring that issues are handled promptly and professionally.
• Proactively identify potential problems before they escalate, working with customers to find solutions.

Data Management & Customer Record Keeping:

• Keep accurate records of customer interactions, updates, and follow-up tasks in the CRM system.
• Regularly update customer profiles, ensuring data is accurate and current to enable effective follow-up.

Collaboration & Cross-Functional Collaboration:

• Work closely with sales, marketing, and customer service teams to align on customer retention initiatives and provide insights based on customer feedback.
• Collaborate with other departments to ensure a seamless customer experience and increase satisfaction across touchpoints.

Upselling & Cross Selling:

• Identify opportunities for upselling or cross-selling based on customer behavior and past purchases, ensuring that these offerings are aligned with customer needs.
• Provide customers with relevant product or service recommendations to enhance their experience with the company.

Reporting & Analysis:

• Track and analyze customer retention metrics (e.g., repeat business, satisfaction levels, churn rates) to measure the success of retention strategies.
• Prepare and present retention reports to management, highlighting key findings and opportunities for improvement.