- 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.
Salary
N200,000 - N250,000 / month.
Method of Application
Interested and qualified candidates should send their Resume to: jointheteam@orikigroup.com using the Job Position as the subject of the mail.