Retention Manager

Lumos Nigeria

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Manages all customer retention activities with a goal to increase ARPU. Takes initiatives in customer satisfaction via process improvement plans and efficient reporting and flow of information. Role holder will be responsible for leading the retention and retrieval team. Should be familiar with a variety of Retention concepts, practices & procedures and should have extensive customer service experience, which are key for planning and accomplishment of goals. This is a supervisory role, which requires leading and directing the work of others. A wide degree of creativity and latitude required.



  • 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

Coordinate 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.




Inactivity KPIs

Churn KPIs



Educational Qualifications & Functional / Technical Skills

  • A bachelor's degree in area of specialty
  • Minimum of 5 years’ experience in Retention; 3 of which must be in leadership capacity
  • Customer service or process management experience (no less than 2 years)
  • Understanding of the principles of CRM and Customer Management 
  • Understanding of the principles of Business Intelligence and Reporting
  • Good interpersonal and relationship building skills


Relevant Experience

  • Understand Usage and Retention and Product Development principles
  • Project Management
  • Proven record of achieving business success and relationship management
  • Experience in Cost Management, Selling and Negotiation will be an added advantage
  • Good oral and written communication skills; Report writing, Presentation
  • Experience in Delighting Customers / Clients


Other requirements

  • Result and service orientation
  • Ability to travel in the course of work requirements
  • People Management; good with people – calm mien, good at building relationships
  • Analytical minded
  • Ability to work under pressure



Lumos Nigeria

Job Level

Manager (Staff Supervisor/Head of Department)




Customer Service

Job Type


Minimum Qualification


Preferred Years of Experience

5 - 7 years