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Customer Retention Lead: Telecom Industry-Uganda Current Job

Customer Retention Lead: Telecom Industry

Position Summary:

The Customer Retention Lead plays a pivotal role in enhancing customer loyalty and reducing churn. We seek a proactive, strategic individual with strong analytical and communication skills. Your mission is to develop and implement effective retention strategies tailored to diverse customer segments.

Key Responsibilities for Customer Retention Lead:

  1. Retention Strategy Development:
    • Design and implement comprehensive retention strategies to reduce churn and increase customer lifetime value.
    • Address the specific needs and behaviors of different customer segments.
  2. Data Analysis:
    • Analyze customer data to identify trends, patterns, and root causes of churn.
    • Use insights to create targeted retention initiatives and campaigns.
  3. Customer Engagement:
    • Develop and execute engagement programs across channels (email, SMS, social media, direct calls).
    • Foster strong customer relationships.
  4. Loyalty Programs:
    • Create and manage personalized loyalty programs.
    • Reward long-term customers and incentivize continued usage of our services.
  5. Customer Feedback:
    • Collect and analyze feedback through surveys, focus groups, etc.
    • Use insights to enhance products, services, and customer experiences.
  6. Cross-Functional Collaboration:
    • Work closely with sales, marketing, customer service, and product development teams.
    • Ensure a cohesive approach to customer retention.
  7. Performance Monitoring:
    • Establish KPIs to track retention efforts.
    • Regularly report on performance and adjust strategies as needed.
  8. Customer Communication:
    • Develop clear, compelling communication materials for retention campaigns.
    • Align all interactions with Lycamobile’s brand and values.
  9. Issue Resolution:
    • Identify and address issues promptly to prevent customer dissatisfaction or churn.
  10. Market Research:
    • Stay informed about industry trends, competitor activities, and best practices.
    • Apply knowledge to continuously improve retention strategies.

Education, Skills, and Qualifications for Customer Retention Lead: Telecom Industry-Uganda Current Job:

  • Bachelor’s degree in business administration, marketing, or a related field.
  • Minimum of 5 years of experience in customer retention or related roles.
  • a proven track record of successful retention strategies.
  • Strong analytical skills for data-driven decisions.
  • Excellent communication and interpersonal skills.
  • Proficiency in CRM software and other retention tools.
  • Ability to collaborate in cross-functional teams.
  • Customer-centric mindset with a passion for exceptional experiences.
  • Telecom industry experience is a plus.

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