Lead, Relationship and Client Retention (HMO, Abuja) at Stresert Services Limited

Job Summary:

The Lead, Relationship and Client Retention will be responsible for managing client relationships, ensuring high customer satisfaction, and driving client retention strategies. This role focuses on strengthening long-term partnerships with corporate and individual clients, addressing concerns proactively, and enhancing the overall client experience to reduce churn and improve loyalty.

Key Responsibilities:

Client Relationship Management:

• Develop and maintain strong relationships with corporate and individual clients to ensure customer satisfaction and loyalty.
• Serve as the primary point of contact for key clients, addressing inquiries, concerns, and escalations in a timely and professional manner.
• Conduct regular check-ins, meetings, and feedback sessions with clients to understand their needs and expectations.

Client Retention & Loyalty Strategies:

• Develop and implement retention strategies to minimize churn and improve customer satisfaction.
• Identify at-risk clients and proactively implement measures to enhance their experience.
• Work with the sales, marketing, and customer service teams to execute loyalty programs, renewal incentives, and engagement activities.

Customer Support & Issue Resolution:

• Collaborate with internal teams (claims, provider relations, operations) to resolve client concerns effectively.
• Ensure prompt resolution of complaints and service issues to maintain positive client relationships.
• Analyze customer complaints and feedback to identify areas for improvement.

Business Growth & Cross-Selling:

• Identify opportunities for up-selling and cross-selling additional HMO products or services to existing clients.
• Collaborate with the business development team to drive membership renewals and contract extensions.
• Support marketing initiatives aimed at increasing customer engagement and referrals.

Key Requirements:

Education & Experience:

• Bachelor& degree in English, Mass Communication, Business Administration, Marketing, Healthcare Management, or a related field.
• Minimum of 5-7 years of experience in client relationship management, customer experience, or retention roles, preferably in the HMO, healthcare, or insurance industry.

Skills & Competencies:

• Strong relationship management and interpersonal skills.
• Excellent communication and negotiation abilities
• Proficiency in customer service management and conflict resolution.
• Analytical mindset with experience using CRM tools and data analytics.
• Ability to work collaboratively with cross-functional teams.
• Strong problem-solving skills and proactive approach to client retention.
• Knowledge of HMO operations, health insurance plans, and regulatory compliance is an advantage.