Customer Management
Responsible for the retention of prospective and existing customers
Define and administer customer lifecycle management processes as they pertain to Service experience
Responsible for tracking all customer interactions
Administration of all Complaints Management & 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.
Implementation of Initiatives & Campaigns
Co-ordinate and implement all campaigns and initiatives
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
Effective Retrieval process, after exhausting all options and administer learnings to the business
Build and Motivate team
Implement offers that elicit minimum spend commitments from customers thereby ensuring ARPU consistency
Deploy 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.
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