Customer Experience and Retention Officer at Acabado

Job Summary


Acabado Products International Limited is seeking a proactive and customer-focused Customer Experience and Retention Officer to enhance customer satisfaction, strengthen customer relationships, and improve customer loyalty.
The successful candidate will be responsible for ensuring exceptional customer experiences across all touchpoints, resolving customer concerns efficiently, implementing retention strategies, and supporting initiatives that drive repeat business and long-term customer value.


Key Responsibilities
Customer Experience Management:


Serve as the primary point of contact for customer inquiries, complaints, and feedback.
Ensure prompt, professional, and satisfactory resolution of customer issues.
Monitor customer interactions and maintain high service quality standards.
Develop and implement initiatives that improve customer satisfaction and overall experience.
Track customer feedback and recommend improvements to products, services, and processes.


Customer Retention and Relationship Management:


Build and maintain strong relationships with existing customers to encourage loyalty and repeat business.
Develop and execute customer retention strategies and engagement programs.
Identify customers at risk of churn and implement appropriate retention interventions.
Conduct customer follow-ups to assess satisfaction levels and address concerns proactively.
Manage customer loyalty and reward programs where applicable.


Customer Insights and Reporting:


Collect, analyze, and interpret customer data to identify trends and opportunities for improvement.
Prepare regular reports on customer satisfaction, retention rates, complaints, and service performance.
Monitor key customer experience metrics and recommend actionable improvements.
Maintain accurate customer records and interaction histories.


Cross-Functional Collaboration:


Work closely with Sales, Marketing, Operations, and Product teams to ensure a seamless customer journey.
Communicate customer needs and feedback to relevant departments for service enhancement.
Support customer-focused campaigns and initiatives aimed at increasing customer engagement.


Continuous Improvement:


Stay informed about industry best practices in customer experience and retention.
Participate in training and development programs to enhance customer service delivery.
Recommend innovative approaches to improve customer engagement, loyalty, and retention
Strong interpersonal, communication, and relationship-building skills.
Excellent problem-solving and conflict-resolution abilities.
Proficiency in CRM systems and Microsoft Office Suite.
Strong analytical and reporting skills.
Ability to multitask, prioritize responsibilities, and work under pressure.
Customer-centric mindset with a commitment to delivering exceptional service.