New
5 days ago
Lead, Relationship and Client Retention
StreSERT Integrated Limited
Customer Service & Support
Healthcare
NGN
250,000 - 400,000
Easy Apply
Job Summary
The Lead, Relationship and Client Retention will be responsible for managing client relationships, ensuring high customer satisfaction, and driving client retention strategies. This role focuses on strengthening long-term partnerships with corporate and individual clients, addressing concerns proactively, and enhancing the overall client experience to reduce churn and improve loyalty.
- Minimum Qualification : Degree
- Experience Level : Senior level
- Experience Length : 5 years
Job Description/Requirements
Responsibilities:
Client Relationship Management:
- Develop and maintain strong relationships with corporate and individual clients to ensure customer satisfaction and loyalty.
- Serve as the primary point of contact for key clients, addressing inquiries, concerns, and escalations in a timely and professional manner.
- Conduct regular check-ins, meetings, and feedback sessions with clients to understand their needs and expectations.
Client Retention & Loyalty Strategies:
- Develop and implement retention strategies to minimize churn and improve customer satisfaction.
- Identify at-risk clients and proactively implement measures to enhance their experience.
- Work with the sales, marketing, and customer service teams to execute loyalty programs, renewal incentives, and engagement activities.
Customer Support & Issue Resolution:
- Collaborate with internal teams (claims, provider relations, operations) to resolve client concerns effectively.
- Ensure prompt resolution of complaints and service issues to maintain positive client relationships.
- Analyze customer complaints and feedback to identify areas for improvement.
Business Growth & Cross-Selling:
- Identify opportunities for up-selling and cross-selling additional HMO products or services to existing clients.
- Collaborate with the business development team to drive membership renewals and contract extensions.
- Support marketing initiatives aimed at increasing customer engagement and referrals.
Requirements:
- Bachelor's degree in English, Mass Communication, Business Administration, Marketing, Healthcare Management, or a related field.
- Minimum of 5-7 years of experience in client relationship management, customer experience, or retention roles, preferably in the HMO, healthcare, or insurance industry.
- Strong relationship management and interpersonal skills.
- Excellent communication and negotiation abilities
- Proficiency in customer service management and conflict resolution.
- Analytical mindset with experience using CRM tools and data analytics.
- Ability to work collaboratively with cross-functional teams.
- Strong problem-solving skills and proactive approach to client retention.
- Knowledge of HMO operations, health insurance plans, and regulatory compliance is an advantage.
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