Customer Retention Officer

About the Company and Role

Media Trust Limited, the owners of Daily Trust Newspaper, other publications, and Trust TV, is seeking a motivated and results-driven individual for the position of Customer Retention Officer based in Abuja, Nigeria. The successful candidate will play a crucial role in enhancing subscriber satisfaction and loyalty across all subscription offerings of Media Trust Group.

Key Responsibilities

• Oversee and manage every stage of the subscriber lifecycle to ensure continued engagement.
• Design and implement campaigns focused on subscription renewals and recovering expired subscriptions.
• Detect subscribers at risk of cancelling their subscriptions and develop strategies to retain them.
• Maintain and update the Customer Relationship Management (CRM) system accurately.
• Analyze reasons behind subscription cancellations to identify patterns and improvement areas.
• Collaborate closely with Editorial teams to enhance the perceived value for subscribers.
• Initiate and manage loyalty programs to boost customer retention.
• Generate and maintain retention metrics dashboards for ongoing monitoring.
• Stay informed about market and subscriber behavior trends to guide retention strategies.
• Support the launch of new subscription products by providing insights on retention strategies.

Qualifications and Skills

• A degree in a relevant academic discipline is required.
• At least seven years of professional experience in CRM, subscription management, or customer retention roles.
• Experience in subscription-based businesses is advantageous.
• In-depth knowledge of customer retention strategies.
• Proficiency with CRM platforms and data analytics.
• Strong reporting skills to present insights effectively.
• Excellent communication abilities.
• Experienced in planning and executing marketing campaigns.

Additional Information

• Employment type: Full-time position based in Abuja, Federal Capital Territory, Nigeria.
• This role involves working closely with strategy and business news teams.