Head, Customer Engagement and Retention.

Company Name: OmniRetail Africa

Job description:

• Minimum Qualification :
• Experience Level : Mid level
• Experience Length : 8 years

Omniretail is seeking a dynamic and strategic Head of Customer Engagement and Retention to lead our efforts in driving customer retention through a digital-first approach. This role focuses on enhancing customer experience, optimizing app usage, and managing the cost of serving each customer. Reporting to the leadership team, the ideal candidate will combine data-driven insights with innovative strategies to deliver measurable business outcomes. This role is pivotal in creating a customer-centric culture, building loyalty programs, and leveraging data insights to optimize the customer lifecycle.

Key Responsibilities

Customer Engagement Strategy

• Design and execute a comprehensive digital retention strategy, aligning with Omniretail’s customer-centric goals.
• Drive personalized and meaningful interactions across all customer touchpoints.

Retention Program Development

• Design and execute innovative retention initiatives, loyalty programs, and subscription models.
• Monitor and analyse churn metrics to develop proactive retention strategies.
• Establish clear KPIs to track and improve customer retention rates, app engagement, and cost-efficiency metrics.

Customer Experience Excellence:

• Enhance the end-to-end customer journey with a focus on seamless digital interactions and exceptional user experiences.
• Lead initiatives to gather and analyse customer feedback, translating insights into actionable improvements.

App Usage Optimization:

• Drive increased adoption and usage of Omniretail’s app by identifying key engagement drivers.
• Collaborate with product and technology teams to implement features that enhance app usability and value.

Cost Management:

• Develop and monitor strategies to optimize the cost of managing each customer while maintaining high satisfaction levels.
• Identify efficiencies and innovations to reduce operational expenses without compromising service quality.

Data-Driven Decision Making:

• Leverage advanced analytics to identify trends, predict churn, and uncover retention opportunities.
• Utilize customer segmentation to create personalized engagement strategies.

Team Leadership and Collaboration:

• Build and mentor a high-performing customer engagement and retention team.
• Partner with cross-functional teams including marketing, product, and customer support to align efforts and drive results.

Loyalty and Advocacy Programs:

• Design and implement programs to foster customer loyalty and advocacy, ensuring long-term brand commitment.
• Monitor and refine loyalty initiatives based on performance metrics and customer feedback.

Qualifications and Experience

• Bachelor’s degree in business, Marketing, or a related field (MBA preferred).
• 8+ years of experience in customer engagement, retention, or loyalty roles, preferably in the SaaS or retail tech industry.
• Proven track record of designing and implementing successful retention and engagement strategies.
• Strong analytical skills and experience with customer analytics tools.
• Excellent leadership, communication, and project management skills.
• Ability to work in a fast-paced, dynamic environment and drive results.

Why Join Omniretail?

• Be part of a forward-thinking company that values innovation and customer-centricity.
• Lead impactful initiatives that directly contribute to the company’s success.
• Collaborate with a team of passionate professionals in a growth-oriented environment.

Job Type: Full time