Customer Retention Specialist

Lula is seeking a Customer Retention Specialist to lead our dormancy reactivation strategy. The primary focus of this role is to manage and re-engage a portfolio of SME clients who have not utilized their credit facilities for 12 months or longer. You will act as a consultative 'bridge,' uncovering the reasons for inactivity and providing the necessary product information and support to restore active usage. This is a high-impact role requiring a blend of data-driven analysis and exceptional relationship management to maximize customer lifetime value (LTV). Key Responsibilities Proactive Re-engagement & Reactivation

+ Dormancy Diagnosis: Conduct outbound re-engagement campaigns to inactive SMEs to identify internal or external barriers to facility utilization (e.g., changes in business needs or lack of product awareness).

+ Personalized Outreach: Utilize a mix of channels (Phone, Email, WhatsApp) to deliver tailored 'We Miss You' messaging that highlights recent Lula...