Member / Stakeholder Relationship Analyst at Nigerian Economic Summit Group (NESG)

Job Summary:

• As a Stakeholder/Member Relationship Analyst, you will play a vital role in ensuring that our members and stakeholders have a positive and satisfying experience.
• You will be responsible for analysing their interactions, feedback, and data tidentify opportunities for improvement and drive loyalty.
• This role requires a combination of analytical skills, communication skills, and a genuine passion for delivering exceptional customer engagement.

Key Responsibilities:

Member Data Analysis: 

• Analyse customer data, feedback, and behaviour tidentify trends and patterns.
• Use data tdevelop insights intcustomer preferences, needs, and pain points.
• Collaborate with cross-functional teams ttranslate insights intactionable strategies.

Member/Stakeholder Feedback Management:

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

Member/Stakeholder Engagement and Retention:

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

Process Improvement:

• Work closely with relevant departments tstreamline and optimize customer-facing processes.
• Suggest and implement improvements tenhance efficiency and effectiveness.

Communication and Training:

• Collaborate with customer service teams tensure consistent communication and support.
• Provide training and guidance temployees on customer-centric practices.

 Reporting and Documentation:

• Maintain accurate records of customer interactions and data.
• Generate regular reports and presentations tcommunicate 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 twork independently and collaboratively in a team environment.
• Proficiency in using CRM software and Microsoft Office Suite.
• Attention tdetail and strong organizational skills.