Retention Coordinator at Lumos Nigeria

Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones

We are recruiting to fill the position below:

Job Title: Retention Coordinator

Location: Lagos
Function: Service
Reporting Relationship (Line Manager): Customer Service Support Manager

Job Responsibilities
Customer Management:

Responsible for the retention of prospective and existing customers
Administration of all Retention & Close Looping processes
Provide trends and insights of customer behavior to Management
Provide support to other Teams within the business
Develop good relationship management processes with both existing accounts and prospective customers.

Team management:

Qualitative & quantitative monitoring, evaluation and feedback
Performance management of Shift-leads & Agents

Implementation of Initiatives & Campaigns:

Co-ordinate and implement all campaigns and initiatives on established survey tools
Ensure cross functional co-operation for delivery of initiatives and campaigns with other Teams
Provide reporting on activities implemented
Provide recommendations as to enhancements to improve performance

Value & Revenue Generation:

Identify areas of non-performance with the aim of reducing process defects by influencing and ensuring all process delivers as per norms
Provide recommendations to Management on ways to improve usage and perceived customer value Administer Premier program
Encourage ALL existing customer to subscribe timely to avoid dark days and reduce churn within sector
Close loop with all lost customers and administers learnings to the business

Business Goal Alignment:

Implement offers that elicit minimum spend commitments from customers thereby ensuring ARPU consistency
Use the established customer segmentation model for effective monitoring and targeting of customers with unique propositions to ensure continuous activity
Track campaign results, analyze data, and assess the effectiveness and profitability of retention campaigns; modify strategies as indicated
Implement a continuous development process for up skilling staff to deliver on Business Objectives in conjunction with Human resources.
Create effective alternative channels that encourages employees share opinions and ideas
Implement & review Feedback from Employee Engagement surveys

Dimensions:

Customer Retention & satisfaction
ARPU
Close loop all service resolutions – Support center, Field Service Operations

Educational Qualifications & Functional / Technical Skills

A bachelor’s degree in any Science or Business area of specialty
Management of 5 years’ experience in Retention; three of which must be in coordinating
Customer service or process management experience (not less than 3 years)
Understanding of the principle of CRM and Customer Management
Understanding of the principles of Business Intelligence and Reporting
Good interpersonal and relationship building skills

Relevant Experience: