RETENTION OFFICER (CUSTOMER RETENTION & LOYALTY) AT JES PERFUMES | RETENTION OFFICER JOBS IN LAGOS

About Company:

Our expertly selected collection features luxurious designer perfumes and affordable fragrances, ensuring you find the perfect match. At Jes Perfumes, we believe fragrance is a statement of style and individuality. Whether seeking a signature scent or a thoughtful gift, we have the ideal fragrance waiting for you.

Job Description:

At Jes Perfumes, we believe the first sale is only the beginning. We are seeking a data-savvy and highly persuasive Retention Officer to transform one-time buyers into lifelong brand advocates.

In this role, you will own the post-purchase experience. You are the architect of our reorder cycles, the voice of our VIP loyalty programs, and the strategist behind our "win-back" campaigns. We don't just want someone to send messages; we want someone who understands customer psychology, segments audiences with precision, and knows exactly when to reach out with a refill reminder or an exclusive scent recommendation.

Requirements:

1. Engagement & Reorder Orchestration

• Cycle Management: Build and automate follow-up flows for repeat purchases, ensuring customers receive reorder reminders just as their favorite fragrance is running low.

• Omnichannel Communication: Manage high-touch engagement across WhatsApp Business, Instagram DM, SMS, and Email, maintaining a consistent and luxury-oriented brand voice.

• Personalized Curation: Leverage customer purchase history to provide tailored scent recommendations, increasing the "basket size" of repeat orders.

2. Loyalty Systems & Segmentation

• Loyalty Architecture: Design and execute tiered loyalty programs, including point systems, VIP "First Access" perks, and referral incentives that turn customers into recruiters.

• Smart Segmentation: Categorize our database into distinct cohorts—New, Repeat, VIP, High-Value, and At-Risk—and deploy tailored communication strategies for each.

• Win-Back Campaigns: Execute aggressive but elegant win-back flows (30/60/90-day campaigns) to reactivate dormant customers and prevent permanent churn.

3. Retention Analytics & Service Recovery

• KPI Stewardship: Track and report on critical health metrics, including Repeat Purchase Rate, Churn Rate, Customer Lifetime Value (CLV), and Net Promoter Score (NPS).

• Service Recovery: Coordinate with operations to resolve delivery or product issues instantly, turning a negative experience into a reason for loyalty.

• Voice of the Customer: Document and share granular feedback on scent preferences and product complaints with the R&D and Marketing teams.

Qualifications and Skills:

Professional Profile

• Experience: Proven background in Retention, CRM, or Customer Success. Experience in Beauty, Fragrance, or Luxury E-commerce is a massive advantage.

• Communication Mastery: Exceptional written and verbal persuasion skills. You must be comfortable handling objections and "selling" through chat-based platforms.

• Organization: A disciplined approach to managing daily customer lists, campaign schedules, and follow-up tasks.

Technical & Nice-to-Haves

• Toolbox: Familiarity with Shopify/WooCommerce, CRM tools (HubSpot, Zoho), or Automation tools (Klaviyo, Mailchimp, WhatsApp Business).

• Data Literacy: Basic proficiency in Excel/Google Sheets for tracking conversion rates and churn data.

Salary

Application Closing Date: 18th March, 2026

Application Instructions:

Send your CV and a short note to jesperfumes.ng@gmail.com explaining:

A retention strategy you’ve used (or would use) to increase repeat purchases for perfumes.