CUSTOMER ENGAGEMENT AND RETENTION MANAGER

About the Role
VivaFemini is seeking an experienced, customer-focused and results-driven Customer
Engagement Manager to manage customer interactions, strengthen customer relationships and
improve engagement across our digital healthcare ecosystem. You will oversee day-to-day
customer engagement activities, support customer acquisition and retention, and ensure that
users receive timely, professional, and personalised support.
This is a hands-on management role requiring strong execution, team supervision, and customer
relationship management skills.

Key Responsibilities
● Manage daily customer engagement activities across telephone, email, WhatsApp, in-app
messaging and other communication channels.
● Supervise customer engagement representatives, including inbound support and outbound
customer engagement activities.
● Develop and implement customer engagement initiatives to improve user activation,
retention, satisfaction and loyalty.
● Coordinate outbound engagement campaigns to onboard new users, reactivate inactive
customers and promote relevant products and services.
● Monitor customer enquiries, complaints and service requests, ensuring timely resolution
and appropriate escalation.
● Establish and monitor customer service performance indicators, including response times,
resolution rates, customer satisfaction, conversion and retention.
● Develop customer engagement scripts, standard operating procedures and service quality
standards.
● Collaborate with Growth Operations and Marketing to support customer acquisition
campaigns and conversion initiatives.
● Work closely with Products to identify recurring customer challenges, collect feedback
and recommend improvements to the user experience.
● Coordinate with Clinical teams to ensure health-related enquiries are appropriately
escalated to qualified healthcare professionals.
● Maintain accurate customer records and engagement activities within the Company's
CRM and customer support systems.
● Prepare regular customer engagement and performance reports, identifying trends and
opportunities for improvement.
● Train, coach and monitor team members to maintain consistent service quality and
achieve agreed performance targets.
● Ensure customer information is handled confidentially and in accordance with applicable
data protection requirements.

Requirements and Qualifications
● Bachelor's degree or HND in Business Administration, Marketing, Communications,
Customer Relationship Management or a related discipline.
● Minimum of 7 years of relevant experience in customer engagement, customer service,
customer relationship management or customer experience.
● Previous experience supervising a customer engagement, customer support, contact
centre or telesales team.
● Demonstrated experience improving customer satisfaction, customer retention and
service delivery.
● Practical experience managing inbound and outbound customer engagement activities.
● Proficiency in CRM platforms, customer support software and digital communication
tools.
● Strong understanding of customer engagement performance indicators and reporting.
● Excellent interpersonal, communication, problem-solving and conflict-resolution skills.
● Ability to manage multiple customer communication channels and competing operational
priorities.
● Strong organisational skills, attention to detail and a hands-on approach to team
management.
● Ability to work collaboratively with Marketing, Growth, Product and other operational
teams.

Additional Advantages
● Experience in FemTech, HealthTech, healthcare, financial technology or subscription-
based digital services.
● Experience managing customer engagement for mobile applications or digital platforms.
● Familiarity with Zoho CRM, Zoho Desk, WhatsApp Business or similar customer
engagement platforms.
● Experience with customer onboarding, telesales, retention campaigns and subscription
conversion.
● Knowledge of customer engagement automation, customer segmentation and lifecycle
marketing.
● Experience developing customer service scripts, standard operating procedures and
quality assurance processes.
● Familiarity with customer engagement analytics, performance dashboards and reporting
tools.
● Experience working in a startup or rapidly growing organisation.