JOBS TODAY AT ETISALAT NIGERIA FOR SPECIALIST.LOYALTY AND RETENTION

<P><STRONG>JOB TITLE: SPECIALIST.LOYALTY AND RETENTION<BR>LOCATION: Lagos,NG</STRONG></P><P>JOB SUMMARY<BR>Develop and deploy tactical and strategic retention initiatives for Etisalat Nigeria’s customer value segments with a focus on customer engagement, lifecycle management and customer communications.</P><P><STRONG>EDUCATIONAL REQUIREMENTS</STRONG><BR>University degree<BR>Relevant Masters/ MBA will be an added advantage</P><P><STRONG>EXPERIENCE, SKILLS & COMPETENCIES</STRONG><BR>At least four (4) years directly relevant post-NYSC work experience in telecoms and/ or consumer service sector, with at least most recent 2 years in customer loyalty and retention preferred.<BR>Excellent oral and written communication skills<BR>Excellent problem-solving skills<BR>Familiarity with analytics<BR>Excellent inter-personal skills<BR>Excellent project management skills<BR>Ideal candidate must be a self-starter and able to demonstrate:<BR>Knowledge of Customer Experience Measurement Methodology<BR>Knowledge of Customer Lifecycle Management<BR>Ability to design loyalty and retention initiatives</P><P><STRONG>PRINCIPAL FUNCTIONS</STRONG></P><P>Analyze customer feedback and complaints to identify improvements to channel execution and brand perception, thereby ensuring maximum customer satisfaction is delivered across all touch-points<BR>Identify opportunities for customers to do more with our innovative products and services, as well as achieve better results on our network with a view to increase overall customer satisfaction and tenure on our network<BR>Promote up-sell and cross-sell opportunities across the existing base using customer intelligence and user behavior<BR>Build customer advocacy in the form of touch-point ideas which deliver emotional connections to customers<BR>Review the monthly customer health-check reports to understand key drivers of satisfaction, dissatisfaction, advocacy and churn<BR>Develop an action plan as appropriate to leverage or resolve key drivers of satisfaction and dissatisfaction respectively<BR>Develop and administer the Customer Surprise and Delight programme</P><P>Work closely with the Head-Customer Experience and Retention Management to develop and manage a suite of retention and loyalty offers</P><P>Work in collaboration with the wider Customer Care team on initiatives which deliver against the retention and loyalty objectives as assigned by the Head-Customer Experience and Retention Management</P><P><STRONG>HOW TO APPLICATION</STRONG></P><P><a href="http://careers.etisalat.com.ng/OA_HTML/OA.jsp?page=/oracle/apps/irc/candidateSelfService/webui/VisVacDispPG&OAHP=IRC_EXT_SITE_VISITOR_APPL&OASF=IRC_VIS_VAC_DISPLAY&akRegionApplicationId=821&transactionid=375354707&retainAM=N&addBreadCrumb=RP&p_svid=389&p_spid=2044&oapc=6&oas=n9DPYtpJLlftsai2IogEuA" target="_blank"><STRONG>CLICK HERE TO APPLY</STRONG></A></P><P><STRONG>DUE DATE: November 30, 2012.</STRONG></P><P>Posted under <a href="http://www.jobstoday.com.ng/" title="Jobs in Nigeria Today">Jobs in Nigeria Today</A></P><br /><p><a href="http://www.jobstoday.com.ng/administrative-jobs-in-nigeria/jobs-today-at-etisalat-nigeria-for-specialist-loyalty-and-retention/" rel="nofollow" target="_blank">View the original advert here</a></p>

JOBS TODAY AT ETISALAT NIGERIA FOR SPECIALIST.LOYALTY AND RETENTION

JOB TITLE: SPECIALIST.LOYALTY AND RETENTION LOCATION: Lagos,NG JOB SUMMARY Develop and deploy tactical and strategic retention initiatives ...

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