Head, Customer Loyalty & Retention
IpNX Nigeria Limited
Lagos
2 months ago
source : myJobmag
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  • ipNX Nigeria Limited is an integrated info-communications company focused on providing every person, every home and every business in Nigeria with world-

    class information, communication and entertainment services.

    Job ID : 47

    Department : Human Capital Management

    Function : Performance Management

    Reporting to : Executive Director, Corporate Service

    Travel Frequency : Occasionally

    Purpose of the Job

    The purpose of the Performance Management and productivity Specialist is to develop and execute programs and projects to evaluate, measure, and improve employee productivity and performance.

    Expected Key Results

    Monitor performanceMeasure performance against company’s defined competences.ReportingSoftware ManagementKnowledge transferWorkforce DevelopmentProductivity Measurement

    Educational Qualifications & Functional Skills

    Minimum 2.2 / Upper Credit Bachelor's Degree in Human Resources, Social Science, Arts & Humanities and other related field.

    Sound knowledge of employment laws, regulations, and statutes.Best practices relating to employee performance management.

    Knowledge of human resources management principles, practices, and procedures.Knowledge of principles and practices of workforce planning, succession planning and strategic planning.

    Effectively communicating, both orally and written.Knowledge of project management principles, tools, and techniques.Critical thinking to identify problems, evaluate alternatives, and recommend effective solutions.

    Ability to develop and use of work simplification methods and statistical procedures.Experience and knowledge in Data Analytics.

    Work Experience :

    4 years’ experience in performance management.

    Other Requirements :

    Customer FocusTech savvyAction orientationDrive resultsCultivate InnovationAbility to optimize work processesResilienceSelf DevelopmentNimble Learning

    Location : Garki, Abuja

    Department : Group Infrastructure Unit

    Function : Network Implementation & Support

    Reporting to : Regional Head, Implementation & Support

    Travel Frequency : Occasionally

    Purpose of the Job

    To improve on the SLAs with customers by reducing the MTTR which will translate to improve service to customers.

    Expected Key Results

    Provision of support to corporate and retail clients, in the form of timely fault diagnosis and resolution.Monitoring and troubleshooting of the core network with the aim of proffering quick and accurate resolution to core network problems.

    Managing Pre-Installation procedures (site survey), and actual installation, integration and maintenance of microwave radio links (point-

    to-point, point-to-multipoint and NLOS).Establishing and managing end-to-end connectivity for banks and other corporate bodies.

    Installation, configuration and integration of new clients into the network.Providing adequate back-end support for field engineers.

    Educational Qualifications & Functional Skills

    Minimum of 2.2 / Upper Credit Bachelor's Degree in Computer Engineering / Electrical Engineering or Computer Science.

    Professional Qualification :

    Work Experience :

    Minimum of 1 year experience.

    Other Requirements :

    Customer FocusTech savvyAction orientationDrive resultsCultivate InnovationAbility to optimize work processesResilienceSelf-

    DevelopmentNimble Learning

    Job ID : 46

    Department : Customer Experience & Advocacy

    Function : Supervise all activities of Retention unit.

    Reporting to : Head, Customer Experience & Advocacy

    Travel Frequency : Minimal

    Purpose of the Job

    To proactively build relationships with customers.This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive relationship building, listening to concerns / addressing issues and educating on available products and services, supervising all activities of the customer retention unit.

    Identify / execute retention strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide update to the Leadership.

    Expected Key Results :

    Reduce customer churn.Increase customer loyalty.Customer RetentionElicit concrete information from customers via surveys and campaigns.

    Request processing for customersComplaint tracking

    Educational Qualifications & Functional Skills

    Minimum 2.2 / Upper Credit Bachelor's Degree in Social Sciences.Post Graduate degree (MBA, , etc.) an added advantage.Professional Qualification in Customer Experience Management an added advantage.

    Work Experience :

    3+ years of customer loyalty and retention experience.Data analysis experience using Excel with pivot tables and statistical analysis.

    Other Requirements :

    Customer FocusTech savvyAction orientationDrive resultsCultivate InnovationAbility to optimize work processesResilienceSelf DevelopmentNimble LearningEnsures AccountabilityDevelops TalentDrives EngagementDrives Vision & PurposeExcellent Decision

    Job ID : 45

    Department : Customer Experience & Advocacy

    Function : Ensure regular rich content development for all online touch points.

    Reporting to : Head, Customer Experience & Advocacy

    Purpose of the Job

    To research, write, coordinate and design materials that work together cohesively to inform and promote the company and its services.

    To create, improve and maintain contents to achieve business goals, develop and share content to raise brand awareness and monitor web traffic.

    Expected Key Results

    Content DevelopmentCopyright Compliance Communication Information DisseminationOther Duties Assigned

    Educational Qualifications & Functional Skills

    Minimum 2.2 / Upper Credit Bachelor's Degree in Journalism, Communication or Social Science.Post Graduate degree (MBA, , etc.

    an added advantage.Professional Qualification in Customer experience management an added advantage.

    Work Experience :

    Minimum of 2-3 years of varied experience in content development related positions.Excellent communication and writing skillsGood listening skillsMultitasking abilitiesAbility to work independentlyFairly good knowledge of HTML, Photoshop, Dreamweaver, Macromedia flash, MS-

    FrontPage etc. would be of benefit in this profession.

    Other Requirements :

    Customer FocusTech savvyAction orientationDrive resultsCultivate InnovationAbility to optimize work processesResilienceSelf-

    DevelopmentNimble Learning

    Job ID : 48

    Location : Trans Amadi Estate, Port Harcourt

    Department : Group Infrastructure Unit

    Function : Implementation & Support

    Reporting to : Team Lead, Operations & Maintenance (East)

    Travel Frequency : Occasionally

    Purpose of the Job

    To improve on the SLAs with customers by reducing the MTTR which also translates to improve service to customers.

    Expected Key Results

    Corporate / FOS Incident ManagementPreventive MaintenanceRe-sale EngineeringReport ManagementBack Office SupportProject Implementation ManagementInventory Management

    Educational Qualifications & Functional Skills :

    Minimum 2.2 / Upper Credit Bachelor's Degree in Computer Engineering, Electrical Electronics or any IT related degreeCustomer centric and stakeholders’ managementGood LAN / WAN network design and implementation skills.

    Ability to solve complex problems in the shortest available time using honed analytical skills.Good interpersonal skills with customers, vendors and members of team.

    Ability to use network monitoring / optimization devices (software / hardware) to proffer solutions to network related problem and optimize network performance where necessary.

    Experience with Wireless Point-to-Point and Point-to-Multipoint technologies is desirable.

    Work Experience :

    At least 2 years in telecommunications industry.

    Other Requirements :

    Customer FocusTech savvyAction orientationDrive resultsCultivate InnovationAbility to optimize work processesResilienceSelf DevelopmentNimble Learning.

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