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Loyalty and Retention Specialist

JOB SUMMARY

The Loyalty and Retention Specialist will be responsible for developing and overseeing the implementation of customer loyalty and retention programs with the objective of reducing customer churn, driving customer relationship management through proactively finding customer focused solutions to retain customers, and positively impacting the delivery of customer service excellence. The incumbent will be expected to have basic knowledge on data analysis and customer value management.

Division: Consumer Business Unit
Location: Gaborone, Botswana
Education: Bachelor’s degree in business administration or any Business-related degree.
Closing Date: 15th December 2023

Key Performance Areas

  1. Loyalty and retention management
  2. Customer information and relationship management
  3. Customer communication and service strategy
  4. Partnership and collaboration
  5. Quality, safety and environment management
  6. Team management
  7. Project management

Qualifications

      • Bachelor’s degree in business administration or any Business-related degree.

Key Competencies

Key behavioral competencies for the job include Commercial Acumen and Organizational Awareness, Creativity and Innovative Thinking, Customer Orientation and Stakeholder Management. The candidate should also be well versed in data analytics and must have good planning and execution management ability.

The candidate should also demonstrate key technical competencies that include Customer Base Management, Customer Relationship Management, Industry Knowledge and Customer Experience Management. The choice candidate must understand Customer Segmentation, Customer Database Management, Complaint Management, Customer Query and Request Fulfilment.

Experience

  • Bachelor’s degree in business administration or any Business-related degree.
  • Master’s degree in a relevant field would be an added advantage.
  • 3 – 5 years’ experience in customer value management, customer relationship management, Retention and Loyalty programs.

If you meet the above requirements please send your cover letter, CV and certified copies of academic certificates to recruitment@mascom.bw

Kindly note that we do not accept hand delivered applications and we will only get in contact with shortlisted candidates.