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, Whats App) to deliver tailored 'We Miss You' messaging that highlights recent Lula product improveme...