Retention Team Leader at Wananchi Group

Key Roles:

Key Responsibilities will include:

1. Achieve budgeted business goals in the key customer retention KPI’s (revenue, paying base, ARPU, timely payment, NPD/Churn reversals, non-payer disconnects, churn).
2. Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and NPS type KPI’s, analyzing results and implementing improvement plans.
3. Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.
4. Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and ARPU enhancement opportunities.
5. Manage the team to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
6. Develop tools such as questionnaires and surveys aimed at recognizing customer needs and developing proactive mechanisms of meeting and surpassing these needs.
7. Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
8. Tie retention to customer support touch points in an effective and efficient manner so as to provide a seamless and one point of support to all our clients.
9. Daily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
10. Guide the team to develop a professional work ethic and motivate staff by ensuring that they are properly and promptly recognized.
11. In conjunction with the Retention Manager, agree on challenging performance objectives and measures for the team, providing regular feedback on achievements and opportunities to improve.
12. Pursue team and personal development to increase effectiveness/efficiency, acknowledging strengths and areas of development as well as share knowledge experience and best practice with other team members.
13. Assisting the marketing team in the management and implementation of new product launches via advertising to existing and potential clients by use of the key modes of communication
14. Contribute to product development and improvement through continuous feedback analysis collected from clients.

Key Performance Indicators:

Experience & Background Needed

• University Degree in a Business related field. An MBA would be an added advantage.
• At least 7 years of Customer management experience, with at least 3 years at senior level.
• Experience of managing and driving service improvement whilst managing multiple stakeholders within a similar contact centre
• Experience in Call Centre Service Activities, systems and procedures
• Knowledge and experience in reading, analyzing, and interpreting periodical reports, and technical procedures.
• Experience in writing reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from peers, management and customers.
• Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.