Retention & Loyalty Officers at Vitel Wireless Limited

Job Summary

The Retention and Loyalty Officer enhances customer satisfaction by identifying retention risks, promoting loyalty programs, and ensuring effective customer follow-up. You will analyze customer feedback, recommend solutions to reduce churn, and work with support teams to deliver consistent, customer-focused experiences that build long-term loyalty.

Key Responsibilities

• Engage proactively with customers to reduce churn
• Track satisfaction trends and renewal opportunities
• Resolve issues for at-risk customers
• Educate customers on new features and product benefits
• Collaborate with support teams for seamless customer handling
• Manage loyalty programs, upsell, cross-sell, and renewal activities
• Track NPS, retention rates, and follow-up interactions

Qualifications & Experience

• Bachelor's Degree in Business, Marketing, Communications, or a related field
• 2–4 years of experience in customer support, retention, loyalty programs, or customer experience roles
• Strong understanding of customer behavior, retention strategies, and service best practices
• Experience using CRM systems, customer engagement tools, and data analysis platforms
• Excellent analytical, communication, and relationship-building skills
• Ability to work under pressure, manage multiple priorities, and handle sensitive customer situations effectively

What We Offer

• Competitive remuneration and benefits package
• Dynamic and innovative work environment
• Opportunities for professional growth and training
• Be part of Nigeria's first MVNO shaping the future of connectivity