Customer Retention Officer

Location: Surulere, Lagos
Employment Type:Full-Time (Onsite)

Job Summary

• The ideal candidate will use customer insights, proactive communication, and personalized engagement strategies to increase customer lifetime value while maintaining a premium customer experience.
• The Customer Retention Officer will be responsible for developing and executing customer engagement initiatives that improve customer satisfaction, encourage repeat purchases, and strengthen long-term customer relationships.
• We are seeking a proactive and customer-focused Customer Retention Officer to build lasting relationships with our customers, improve customer loyalty, reduce churn, and increase repeat purchases across our B2C and B2B customer base.

Key Responsibilities

• Conduct post-purchase follow-up calls, WhatsApp messages, and customer satisfaction surveys.
• Execute customer loyalty, referral, and appreciation campaigns.
• Maintain accurate customer records and customer interaction history using the company's CRM.
• Collaborate with the Sales, Marketing, and Operations teams to improve the overall customer experience.
• Build and maintain strong relationships with existing customers through regular follow-ups and engagement.
• Monitor customer satisfaction trends and recommend service improvements.
• Resolve customer complaints promptly and coordinate with relevant departments to ensure timely resolution.
• Develop and implement customer retention strategies to improve repeat purchase rates.
• Identify customers at risk of disengagement and implement recovery initiatives.
• Prepare periodic customer retention and engagement reports.
• Identify opportunities for upselling and cross-selling while maintaining excellent customer relationships.

Requirements

• Bachelor's Degree or HND in Marketing, Business Administration, Mass Communication, Customer Service, or a related field.
• Strong communication, relationship management, and problem-solving skills.
• Minimum of 2 years' experience in customer service, customer success, customer retention, account management, or CRM.
• Proficiency in Microsoft Office and CRM tools is an added advantage.
• Experience in the food, FMCG, hospitality, retail, or e-commerce industry is an added advantage.

Required Skills:

• Data Analysis & Reporting.
• Complaint Resolution
• Communication & Relationship Building
• Customer Relationship Management (CRM)
• Customer Retention & Loyalty Management

Benefits

• Collaborative and performance-driven work environment.
• Performance-based commission tied to retention and sales targets.
• Opportunities for learning and career growth.
• N180,000 monthly salary.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the job title as the subject of the mail.

Note: If you are passionate about creating exceptional customer experiences and building long-term customer relationships, we'd love to hear from you.