Job Title: Stakeholder Relationship Analyst
Location: Lagos
Job Type: Full-Time
Job Summary:
As a Stakeholder/Member Relationship Analyst, you will play a vital role in ensuring that our members and stakeholders have a positive and satisfying experience. You will be responsible for analysing their interactions, feedback, and data to identify opportunities for improvement and drive loyalty.
This role requires a combination of analytical skills, communication skills, and a genuine passion for delivering exceptional customer engagement.
Key Responsibilities:
1. Member Data Analysis:
- Analyse customer data, feedback, and behaviour to identify trends and patterns.
- Use data to develop insights into customer preferences, needs, and pain points.
- Collaborate with cross-functional teams to translate insights into actionable strategies.
2. Member/Stakeholder Feedback Management:
- Collect, organize, and analyse customer feedback through surveys, reviews, and other channels.
- Identify recurring issues and recommend improvements to enhance the customer experience.
- Monitor and report on customer satisfaction metrics.
3. Member/Stakeholder Engagement and Retention:
- Develop and implement strategies to engage with customers and build long-lasting relationships.
- Create personalized customer experiences through targeted communication and outreach.
- Identify opportunities to increase customer retention and reduce churn.
4. Process Improvement:
- Work closely with relevant departments to streamline and optimize customer-facing processes.
- Suggest and implement improvements to enhance efficiency and effectiveness.
5. Communication and Training:
- Collaborate with customer service teams to ensure consistent communication and support.
- Provide training and guidance to employees on customer-centric practices.
6. Reporting and Documentation:
- Maintain accurate records of customer interactions and data.
- Generate regular reports and presentations to communicate findings and recommendations.
Qualifications:
1. Bachelor’s degree in Business, Marketing, or a related field (Master’s degree is a plus).
2. Proven experience in customer service, data analysis, or a related role.
3. Strong analytical skills and proficiency in data analysis tools/software.
4. Excellent communication and interpersonal skills.
5. A customer-focused mind-set with a passion for delivering outstanding customer experiences.
6. Ability to work independently and collaboratively in a team environment.
7. Proficiency in using CRM software and Microsoft Office Suite.
8. Attention to detail and strong organizational skills.
How to Apply:
Interested candidates should submit their resume and a cover letter explaining their qualifications and interest in the position to hr@nesgroup.org Please include “Stakeholder/Member Relationship Analyst Application” in the subject line.
The Nigerian Economic Summit Group is an equal opportunity employer. We encourage candidates from all backgrounds to apply.
Application Deadline:
[February 10, 2024]