Lead, Relationship and Client Retention

About the role

The Lead, Relationship and Client Retention will manage client relationships, ensure high customer satisfaction, and drive retention strategies for an HMO in Abuja.

Key responsibilities

• Develop and maintain strong relationships with corporate and individual clients, serving as the primary point of contact.
• Design and implement retention and loyalty programs to minimize churn and improve satisfaction.
• Collaborate with claims, provider relations, and operations teams to resolve client issues promptly.
• Identify up‑selling and cross‑selling opportunities for additional HMO products.
• Support marketing initiatives aimed at increasing engagement and referrals.

Required profile

• Bachelor’s degree in English, Mass Communication, Business Administration, Marketing, Healthcare Management or related field.
• 5–7 years of experience in client relationship management, customer experience or retention, preferably in HMO, healthcare or insurance.
• Proven ability to work collaboratively with cross‑functional teams and handle escalations.

Required skills

• Strong relationship management and interpersonal abilities.
• Proficiency with CRM tools and data analytics.
• Analytical mindset with problem‑solving and conflict‑resolution skills.