VACANCY NOTICE.

CHURN TEAM LEAD.

Note: only qualified candidates should send in their cvs.

January 2016
Status: Full Time Employment
Date of Publication: January 22 2016
Closing Date for Application: January 25, 2016
Location : Abuja
GENERAL
Lumos Nigeria is seeking for a Churn Team Lead in Abuja Nigeria.
S/He will be responsible for overseeing customer loyalty and voluntary churn. The primary responsibility within this position will be to execute an integrated, data-driven strategy to drive customer loyalty and retention, thereby reducing voluntary customer churn.

Job Description
1. Retrieves SPS from customers in a diplomatic manner.
2. Verify the state of SPS upon complaints by customers and offer possible timely solution.
3. Multidisciplinary role overseeing customer loyalty and voluntary churn.
4. Encourage and educate customers on refund plan for SPS to minimize voluntary customer churn.
5. Develop strategies and reactive save tactics which include promotional offers aimed at retaining customers.
6. Oversee the implementation of best practices aimed at reducing voluntary churn.
7. Define and deliver retention marketing plan and strategy that works to increase customer lifetime value.
8. Drive strategies that have the high level of retention and cost effective in saving right customers
9. Optimization of on-going retention campaigns, such as content and/or promotional offers.
10. Take a data-driven approach to all strategies through partnership with the customer service team.
11. Take Surveys on reason for abandonment and collate to assist retention Unit.



Key Performance Indicators
1. Take record of churn customers.
2. Convince customers not to resort to voluntary churn.
3. Track costs, cost per save, customer satisfaction, and churn performance.
4. Lead internal business stakeholders on retention and loyalty performance.
5. Achieve 50% retention at any specified period
Functional Competencies
1. Strong verbal and written communication skill.
2. Ability to translate complex data and finding into clear action plans.
3. Good customer relationship skills.
4. Passionate about putting customers first.
5. Ability to break complex problems into manageable goals and actions.
6. High level of self-motivation and initiative, in addition to high level of enthusiasm and positivity
7. Strong presentation skills and high attention to detail, ensuring production of consistent, quality presentations, brochures and communications.
8. Must be able to speak English and Hausa language.
9. Ability to build relationships at all levels of the business.
10. Solid understanding of business planning, marketing testing and reporting methodology.
11. Must be organised and work well under pressure.
12. Must be a goal getter.

Qualifications
1. Candidate MUST possess a Bachelor’s degree in any field preferably Social Science.
2. A minimum of 2 years Post NYSC working experience.
3. Experience in Retail Sales from Telecomms industry or FMGC will be an added advantage .
Interested and qualified candidates should send resume to segcretainership@gmail.com with subject as Churn Team Lead.