Beem Farm Foods
Food & Beverage
Customer Retention Officer
About this role
Beem Farm Foods, a rapidly expanding food processing and premium protein brand serving thousands of households across Lagos, is recruiting a Customer Retention Officer to join its team in Surulere, Lagos. The successful candidate will be responsible for building lasting relationships with both B2C and B2B customers, optimizing loyalty campaigns, mitigating churn, and maximizing customer lifetime value through data-driven engagement strategies.
Key Responsibilities-
Relationship & Retention Management: Design and execute proactive customer retention strategies to boost repeat purchase rates across retail and wholesale clients.
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Proactive Engagement: Conduct structured post-purchase follow-up calls, check-ins via WhatsApp, and regular customer satisfaction surveys.
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Churn Mitigation: Track customer purchasing patterns to identify accounts at risk of disengagement and execute tailored recovery campaigns.
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Issue Resolution: Resolve customer feedback or complaints quickly and coordinate internally with Logistics and Operations to ensure a premium customer experience.
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CRM & Data Maintenance: Document all customer interactions, complaints, and preferences using the company’s CRM system to generate periodic retention reports.
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Growth Marketing Support: Identify strategic opportunities for upselling and cross-selling premium protein products while driving referral and appreciation initiatives.
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Education: Bachelor’s Degree or HND in Marketing, Business Administration, Mass Communication, Customer Service, or a related field.
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Experience: Minimum of 2 years of professional experience in customer service, customer success, account management, or CRM management.
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Industry Focus: Prior experience within the food, FMCG, hospitality, retail, or e-commerce industries is highly advantageous.
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Technical Skills: Strong familiarity with CRM software and proficiency in Microsoft Office (Word, Excel).
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Core Competencies: Exceptional communication, conflict resolution, analytical reporting, and relationship-building skills.
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