Retention Officer (Customer Retention & Loyalty)
Role Summary
We’re hiring a Retention Officer to increase repeat purchases and customer lifetime value. You’ll own customer follow-ups, loyalty initiatives, win-back campaigns, and proactive communication that keeps customers coming back.
Key Responsibilities
- Build and run retention activities: repeat purchase follow-ups, reorder reminders, and personalized recommendations.
- Manage customer engagement across WhatsApp/Instagram DM/SMS/email (as applicable).
- Design and execute loyalty programs (points, tiers, VIP perks, referral offers).
- Run win-back flows for inactive customers (30/60/90-day campaigns).
- Segment customers (new, repeat, VIP, high value, at-risk) and tailor messages accordingly.
- Collect and document customer feedback, complaints, and product preferences; share insights with the team.
- Coordinate with operations to resolve delivery issues quickly and prevent churn.
- Track and report retention KPIs: repeat rate, churn, CLV, NPS/CSAT, campaign conversion.
Requirements
- Experience in customer retention, CRM, customer success, or customer service (beauty/e-commerce is a plus).
- Strong communication and persuasion skills (written + verbal).
- Comfortable with follow-ups, handling objections, and turning complaints into loyalty.
- Organized, detail-oriented, and able to manage daily customer lists and campaigns.
Nice to Have
- Experience with Shopify, WooCommerce, HubSpot, Zoho, Mailchimp, Klaviyo, or WhatsApp Business tools.
- Basic data skills (Excel/Google Sheets) for tracking and reporting.
What We Offer
- Competitive pay: [salary range] + retention bonuses
- Staff discounts / product allowance
- Career growth into CRM/Customer Experience Lead
Method of Application
Send your CV and a short note to jesperfumes.ng@gmail.com explaining:
A retention strategy you’ve used (or would use) to increase repeat purchases for perfumes.