• Application Deadline: Tue, 15 Apr 2025 00:00:00 GMT
• Position: HBB Customer Experience Lead



• Job Type Full Time



• Qualification BA/BSc/HND , MBA/MSc/MA



• Experience 7 years



• Location Lagos




• Job Field Sales / Marketing / Retail / Business Development 
  
  

Job Description

• To develop and lead customer lifecycle engagements across different touch points, to improve customer satisfaction, loyalty and minimizing Churn of HBB

Responsibilities

Increase Customer Satisfaction:

• Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy for HBB customers, aligning with business objectives and customer needs.


• Develop and manage customer lifecycle framework (Home broadband)


• Monitor, analyze and minimize customer top complaints and pain points through executable activities.


• Voice of customer surveys


• Prepare scripts and best answers to our customer touch points.


• Streamline and align the CX activities between marketing & other departments.


• Offer validation


• Manage the execution of NPS quarterly, propose and implement proper activities to improve NPS

Maximize win-backs:

• Onboarding and Lifecycle Management: Design and implement effective onboarding processes, ensuring seamless customer transitions and setting the foundation for long-term loyalty. 


• Manage the customer lifecycle, identifying opportunities to upsell, cross-sell, and retain customers.


• Win-Back and Reconnection: Design and implement win-back campaigns to re-engage inactive customers and recover revenue. Develop strategies to reconnect with customers who have churned.


• Acquisition Decay Management: Analyze customer acquisition trends, identifying areas of decay and opportunities for improvement. Collaborate with acquisition teams to optimize customer acquisition processes and reduce decay rates


• Existing Base Decay reduction through tele calling dormant customers


• Acquisition Decay reduction through kindergarten programs


• Maintain a record of successful win back conversions 


• Create an incentive program for win backs productivity

Increase customer Value:

• Customer Insights and Feedback: Gather and analyze customer feedback, leveraging insights to inform customer experience improvements and drive business growth.


• Conduct Market Intelligence


• Digital channels Menu Enhancement i.e. IVR, USSD, MAA, Web for Home broadband products for easy discovery.


• Conduct Competitor analysis on Omni channel recharge and purchase transactions

People Management:

• Drive employee engagement for the team


• Manage the performance of the team to increase productivity


• Manage all internal and external stakeholders relevant for the execution of your duties,

Dimensions

Financial Dimensions:

• NPS


•  Win-backs 


• Re-connections


• Existing Base Decay Management


•  Acquisition Decay Management

Other Dimensions:

• No. of direct reports - 3

Qualifications

Educational Qualifications:

• Bachelor’s Degree in Marketing / Commerce / Marketing or related Degree


• Master’s in business administration/marketing/commerce is an added advantage

Relevant Experience & Functional / Technical Skills:

• Minimum of 7 years of work experience with ~ 3years of relevant experience in Telecom. 


• Of these years 2-3 years should be in Implementing successful CLM activities and managing customer cycle framework.


• A minimum of 3 years in Management role.


• Understanding of population demographics


• Sound understanding of generic Telco customer facing applications


• Extensive knowledge of telecom workflows to ensure effective integration on different product & system platforms


• Understanding and experience in systems integration

Other requirements:

• Delighting the customers 


• Entrepreneurial & Business acumen


• Innovation


• Strong technical aptitude & IT savvy


• Strong communication skills


• Good interpersonal skills


• Teamwork & Collaboration with stakeholder 


• Project Management Skills 


• Inductive Reasoning & Fluency of Ideas


• Highly Result Oriented believes in teamwork


• Customer Centric approach


• Strong analytical skills able to draw conclusions from data, management information and trends


• Proven Customer experience strategy development and execution.


• Excellent analytical, problem-solving, and communication skills


• Strong stakeholder management and collaboration skills


• Experience with customer feedback analysis and insight generation


• Proficient in CRM software and data analysis tools.