Customer Retention Officer

Job Summary


The Customer Retention Officer will be responsible for engaging with existing customers to foster long-term relationships and ensure their continued business with ORIKI.
This individual will proactively reach out to customers to follow up on their experience, address concerns, and encourage repeat purchases or service usage. The goal is to improve customer loyalty, satisfaction, and overall retention.


Responsibilities

Customer Engagement & Follow-Up:


Proactively contact customers via phone, email, or other channels to follow up on their experience, ensuring satisfaction and addressing any concerns.
Build and maintain strong relationships with customers, ensuring continued engagement with the brand.


Retention Strategy Implementation:


Develop and execute retention strategies that encourage customers to return, such as personalized offers, loyalty programs, or check-ins.
Collaborate with the marketing team to create targeted campaigns for re-engaging inactive customers.
Monitor retention KPIs and adjust strategies based on data-driven insights.


Customer Feedback Collection:


Gather and analyze customer feedback to identify areas for improvement in the customer experience.
Share feedback with the relevant departments to improve products, services, or processes.


Issue Resolution & Problem Solving:


Address and resolve customer complaints or dissatisfaction, ensuring that issues are handled promptly and professionally.
Proactively identify potential problems before they escalate, working with customers to find solutions.


Data Management & Customer Record Keeping:


Keep accurate records of customer interactions, updates, and follow-up tasks in the CRM system.
Regularly update customer profiles, ensuring data is accurate and current to enable effective follow-up.


Reporting & Analysis:


Track and analyze customer retention metrics (e.g., repeat business, satisfaction levels, churn rates) to measure the success of retention strategies.
Prepare and present retention reports to management, highlighting key findings and opportunities for improvement.


Collaboration & Cross-Functional Collaboration:


Work closely with sales, marketing, and customer service teams to align on customer retention initiatives and provide insights based on customer feedback.
Collaborate with other departments to ensure a seamless customer experience and increase satisfaction across touchpoints.


Upselling & Cross Selling:


Identify opportunities for upselling or cross-selling based on customer behavior and past purchases, ensuring that these offerings are aligned with customer needs.
Provide customers with relevant product or service recommendations to enhance their experience with the company.


Requirements


Interested candidates should possess an HND with relevant experience.



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