Retention & Loyalty Officers at Vitel Wireless Limited

Job Summary

• The Retention and Loyalty Officer enhance customer satisfaction by identifying retention risks, promoting loyalty programs, and ensuring effective customer follow-up.
• They analyze customer feedback, recommend solutions to reduce churn, and work with support teams to deliver consistent, customer-focused experiences that build long-term loyalty.

Key Responsibilities

• Engage proactively with customers to reduce churn.
• Track satisfaction trends and renewal opportunities.
• Resolve issues for at-risk customers.
• Educate customers on new features and product benefits.
• Collaborate with support teams for seamless customer handling.
• Manage loyalty, upsell, cross-sell, and renewals.
• Track NPS, retention rates, and follow-up interactions.

Qualifications & Experience

• Bachelor’s Degree in Business, Marketing, Communications, or a related field with 2–4 years of experience in customer support, retention, loyalty programs, or customer experience roles.
• Strong understanding of customer behavior, retention strategies, and service best practices.
• Experience using CRM systems, customer engagement tools, and data analysis platforms.
• Excellent analytical, communication, and relationship-building skills.
• Ability to work under pressure, manage multiple priorities, and handle sensitive customer situations effectively.

What We Offer

• Competitive remuneration and benefits package.
• Dynamic and innovative work environment.
• Opportunities for professional growth and training.
• Be part of Nigeria’s first MVNO shaping the future of connectivity.