Lead, Relationship and Client Retention (HMO, Abuja)
Abuja City - Abuja (Fct)
StreSERT Integrated Limited
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full time
Published on www.zoho.com 27 Mar 2025
Vacancy: Lead, Relationship and Client Retention (HMO, Abuja)
Location: Abuja
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.
Key Responsibilities:
Client Relationship Management:
Education & Experience:
Interested and qualified applicants should forward their CVs to recruitment@stresertintegrated.com using ULTM-CS-RLT-25 as subject
Location: Abuja
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.
Key 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.
- 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.
- 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.
- 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.
Education & Experience:
- Bachelor& 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.
Interested and qualified applicants should forward their CVs to recruitment@stresertintegrated.com using ULTM-CS-RLT-25 as subject
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