Job vacancy Customer Retention Lead


Announced
17 August, 2024
Job Type
Employee
Job Status
Full Time
Job Title

Customer Retention Lead

Job Presentation

Position Summary:

The Customer Retention Lead will play a critical role in enhancing customer loyalty and reducing churn. This position demands a proactive and strategic individual who can develop and implement effective retention strategies. The ideal candidate will have a deep understanding of customer behavior and possess strong analytical and communication skills.


Key Responsibilities:

  • Retention Strategy Development: Design and implement comprehensive customer retention strategies aimed at reducing churn and increasing customer lifetime value. Tailor strategies to address the specific needs and behaviors of different customer segments.
  • Data Analysis: Analyze customer data to identify trends, patterns, and root causes of churn. Use insights to develop targeted retention initiatives and campaigns.
  • Customer Engagement: Develop and execute engagement programs to foster strong relationships with customers. Utilize various channels such as email, SMS, social media, and direct calls to engage customers.
  • Loyalty Programs: Create and manage customer loyalty programs that reward long- term customers and incentivize continued usage of Lycamobile services.
  • Customer Feedback: Collect and analyze customer feedback through surveys, focus groups, and other methods. Use feedback to improve products, services, and customer experiences.
  • Cross-Functional Collaboration: Work closely with sales, marketing, customer service, and product development teams to ensure a cohesive approach to customer retention.
  • Performance Monitoring: Establish key performance indicators (KPIs) to track the effectiveness of retention efforts. Regularly report on performance and adjust strategies as needed to achieve desired outcomes.
  • Customer Communication: Develop clear and compelling communication materials for retention campaigns. Ensure all customer interactions are aligned with Lycamobile’s brand and values.
  • Issue Resolution: Identify and address issues that may lead to customer dissatisfaction or churn. Work with relevant teams to resolve problems quickly and effectively.
  • Market Research: Stay informed about industry trends, competitor activities, and best practices in customer retention. Apply this knowledge to continuously improve retention strategies.


Qualifications:

  • Bachelor’s degree in Business Administration, Marketing, or a related field.
  • Minimum of 5 years of experience in customer retention, customer relationship management, or a related role.
  • Proven track record of developing and implementing successful retention strategies.
  • Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
  • Excellent communication and interpersonal skills.
  • Proficiency in CRM software and other customer retention tools.
  • Ability to work collaboratively in a cross-functional team environment.
  • Strong organizational and project management skills.
  • Customer-centric mindset with a passion for delivering exceptional customer experiences.
  • Experience in the telecommunications industry is a plus.


How to apply.

All candidates should send their updated CVs and application letters through Brightermonday Portal by Clicking on the 'Apply Now ' section

Valid Till
14 Nov, 2024 (56 days left)

JOB BY
Brighter Monday Uganda
plot 141 Kira road, Kamwokya, Kampala
  +256 200 412 700
  +256 709 770 811

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