Customer Retention Officer – Subscription & CRM

About the role

Media Trust Limited, the publisher of Daily Trust Newspaper, Trust TV, Trust Radio and digital titles, is seeking an experienced Customer Retention Officer to lead retention strategy for its subscription products. Based in Abuja, the role focuses on designing frameworks that reduce churn, increase subscriber lifetime value and support new subscription launches.

Key responsibilities

• Map and manage the subscriber lifecycle, identify at‑risk customers early and execute win‑back campaigns.
• Analyse cancellation drivers and produce detailed retention performance dashboards for senior management.
• Maintain and optimise the CRM database, monitor subscriber trends and ensure data quality.
• Collaborate with editorial and product teams to enhance value propositions and develop targeted loyalty initiatives.
• Provide retention input and strategic guidance during new product and subscription tier launches.

Required profile

• Bachelor’s degree in Marketing, Business Administration, Data Analytics, Communications or a related field.
• Minimum seven years of experience in CRM, subscription management or customer retention, preferably in a subscription‑based business.
• Proven track record of designing and executing retention strategies that drive measurable results.

Required skills

• Advanced proficiency with CRM systems.
• Strong data analysis tools expertise (e.g., Excel, SQL, Tableau or similar).
• Experience in automated campaign management and performance reporting.