Client Engagement Analyst

About the Role

Kiwi Kruise is a leading provider of logistics, outsourcing, and holiday packages tailored for corporate organizations and individuals across Nigeria and Africa. We pride ourselves on a global perspective, adherence to best practices, and a deep understanding of our customers' needs and behaviors. We are currently seeking a proactive and analytical Client Engagement Analyst to join our growing team in Nigeria. In this role, you will serve as the primary bridge between our clients and internal teams, ensuring exceptional service delivery, driving client retention, and identifying opportunities for business expansion. If you are passionate about customer success and data-driven relationship management, we want to hear from you.

• Maintain positive, professional, and productive relationships with existing and prospective corporate and individual clients.
• Serve as the key point of contact for client enquiries, feedback, complaints, and service requests, ensuring timely and accurate resolutions.
• Conduct regular client engagement meetings, follow-ups, and satisfaction reviews to understand emerging business objectives and needs.
• Analyse client engagement activities, service performance, customer satisfaction scores, and retention trends using reporting dashboards.
• Identify potential opportunities for additional service offerings, contract renewals, and business expansion.
• Support the preparation of comprehensive client proposals, presentations, service reviews, and performance reports.
• Gather and analyse client feedback to identify service gaps, recommend actionable improvements, and champion a customer-centric organizational culture.

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 2-4 years of proven experience in client relationship management, customer success, or client engagement analysis.
• Strong analytical skills with the ability to interpret data metrics and compile detailed performance reports.
• Exceptional verbal and written communication, negotiation, and interpersonal skills.
• Proficiency in using CRM software, databases, and Microsoft Office Suite.
• Demonstrated ability to manage multiple priorities and handle client escalations with professionalism and empathy.

• Competitive salary and performance-based incentives.
• Comprehensive health insurance coverage.
• Opportunities for professional development and career advancement within a global-minded company.
• A collaborative, dynamic, and inclusive work environment.

Skills