posted on : 3 days ago

Industry : Print /Digital Media Job Function : Customer Service / Support

Job Experience Level : Mid Level

Minimum Years of Experience : 2-3

Minimum Academic Qualification : Bachelor

Job Summary

strengthening relationships with our audiences and accelerating the growth of MCL’s digital subscriber base.

You will focus on improving the end-to-end customer journey, ensuring seamless support for readers and subscribers, and supporting the acquisition, engagement, and retention of digital users across MCL platforms, including MwanaClick and paywall services.

Full Job Description

Customer Experience Management

·       Manage and improve the end-to-end customer journey across MCL platforms including websites, digital subscriptions, and support channels.

·       Identify customer pain points and recommend solutions to improve service delivery and user experience.

·        Ensure timely and professional responses to customer inquiries, complaints, and feedback.

Subscriber Support & Growth

·       Assist readers and subscribers with account setup, login issues, subscription management, and payment challenges.

·        Provide support for MwanaClick subscriptions and digital paywall access.

·        Support initiatives aimed at increasing digital subscriptions and improving subscriber retention.

·       Work with marketing teams to support campaigns designed to convert readers into paying subscribers.

 

Audience Engagement & Retention

·       Monitor reader engagement and feedback across digital platforms.

·        Collaborate with editorial and marketing teams to improve audience interaction with MCL content.

·        Support initiatives designed to improve user engagement and long-term subscriber loyalty.

 

Customer Insights & Reporting

·       Collect and analyze customer feedback and behavioral data to generate insights.

·       Identify recurring issues affecting subscribers and escalate them to relevant teams.

·        Prepare periodic reports on customer inquiries, subscriber trends, satisfaction levels, and engagement metrics.

Cross-Department Collaboration

·       Work closely with Digital, Editorial, Marketing, Sales, and Technology teams to improve the overall audience experience.

·        Support initiatives aimed at increasing digital product adoption and usage.

·        Participate in continuous improvement initiatives that enhance customer satisfaction and subscriber growth.

 

Key Performance Indicators (KPIs)

Success in this role will be measured through:

·       Growth in digital subscribers (including MwanaClick)

·        Improvement in subscriber retention and reduced churn rate

·        Customer satisfaction score (CSAT) and feedback ratings

·        Average response and resolution time for customer inquiries

·        Increase in engagement from registered and returning users