Senior Corporate Retention Associate (Retail) at Reliance HMO

Description

The Retail Corporate Retention Associate will be responsible for overseeing comprehensive data reporting and analysis of the retail portfolio, focusing on key metrics such as Net Revenue Retention (NRR), churn analysis, upgrade metrics, and customer demographics. Additionally, the CRA will lead the implementation of retail customer satisfaction plans, including the analysis of Net Promoter Score (NPS) surveys, complaint feeds, and Customer Satisfaction (CSAT) metrics, and will develop and execute action plans to enhance the customer experience.  

Monthly Data Reporting and Analysis: 

• Generate and analyse monthly reports on key retail portfolio metrics including Net Revenue Retention (NRR), churn analysis, upgrade metrics, and customer demographics. 
• Provide insights and recommendations based on the analysis to optimize business performance and customer satisfaction

Customer Satisfaction Plan Implementation: 

• Lead the implementation of customer satisfaction plans, focusing on enhancing the retail customer experience. 
• Conduct thorough analysis of Retail Net Promoter Score (NPS) surveys, complaint feeds, and Customer Satisfaction (CSAT) metrics. 
• Develop action plans based on analysis findings, engage relevant stakeholders, and monitor the impact of implemented strategies. 
• Plan and execute effective communication strategies to keep stakeholders informed and engaged. 
• Assess the value of benefits derived from customer satisfaction initiatives and make recommendations for improvement. 

MER Accountability: 

• Analyse retail utilization patterns to identify MER trends and control opportunities. 
• Provide internal recommendations aimed at achieving profitability targets while maintaining customer satisfaction and retention. 

Invoicing/Payment Monitoring: 

• Monitor invoicing and payment processes to ensure accuracy and timeliness. 
• Collaborate with relevant teams to resolve any invoicing or payment issues promptly. 

Requirements

• B.Sc./HND degree 
• Minimum of one year experience in Corporate Retention or a similar role.  
• Strong written and spoken communication skills 
• Strong analytical thinking skills 
• Strong project management skills 
• Ability to work in a team environment.