Team Lead, Customer Relationship Management (Lagos or Abuja)

Reporting Line
Team Lead - Customer Relationship Management
Summary
Responsible for leveraging various channels - email marketing, app push notifications, SMS marketing - to execute user retention and recurrence campaigns.
Act as a liaison between departments on matters to do with customer engagement. Assist with complaints, orders, billing, and other queries for ET corporate clients.
Key Responsibilities

• 
  Email Marketing / B2B Client Engagement all day every day. 
• Engage customers by answering product and service questions; suggesting information about other relevant ET products and services.
• Resolve customer complaints via phone, email, and/or other web applications
• Recommend potential products or services to management by gathering and collating customer feedback, analyzing customer needs, and sharing insights with the rest of the team
• Resolve product or service problems with speed, efficiency, and professionalism; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Contribute to company-wide team efforts to expand customer base and improve the customer experience by executing small customer engagement campaigns, and supporting other departments as needed
• Carry out customer surveys and follow ups as directed by the Head of CRM
• Act as service provider to other departments in the daily management of customer and driver relationships and communities

Skills and Qualifications We're Seeking:

• BSc/HND in any discipline from a reputable university/polytechnic
• Excellent WRITTEN and VERBAL communication and interpersonal skills
• Excited about team work, proactive and rigorous learning, and personal growth
• Displays can-do attitude and resourcefulness in solving problems
• Excellent people skills and an upbeat and enthusiastic attitude.
• Strong organizational skills and keen attention to detail.
• Proficiency with Microsoft Office Suite (Word, Excel, PPT) recommended (*extra points for proficiency with Google applications)
• Interested in working for a startup, where you'll learn fast, fail fast, and continue to develop professionally

Other Considerations
All members of the CRM team are required to work night and evening shifts during their first 3-6 months at the company. Please do not apply if you will be unavailable to fulfill this requirement.

Salary Range
Competitive

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https://etnigeria.submittable.com/submit/48365