Wananchi Group Team Leader (Retention) Job in Nairobi, Kenya

Wananchi Group (K) Ltd

Job Title: Team Leader, Retention

Department: Customer Experience

Location: Nairobi, Kenya

Employment Status / Type: Full-time

Position Reporting to: Retention Manager

Manages Others: Yes

Titles & Number of Positions Managed: 13 CSE

Job Purpose / Summary: Reporting to the Retention Manager, the Team Leader – Retention will be responsible for leading a team in the design, implementation and execution of strategies that drive customer retention, loyalty, share and revenue growth.

He/she makes recommendations to improve on subscriber billing, payment channels and posting, retention processes and exposure to risk

Key Roles:

  • Defining and measuring Customer Satisfaction and Promoter KPI’s, identifying risks and opportunities and implementing improvement plans.
  • Manage service support for medium value base and resources & KPI’s dedicated to the segment
  • Designing programs that strengthen customer relationship, proactively minimize non payer customers, increase customer retention and minimize churn through customer win-backs.
  • Leading the customer base analytics, identifying opportunities, designing and implementing up-selling/cross-selling campaigns that increase customer share and sustainable revenue growth.
  • Provide daily, weekly, monthly, quarterly and annual reports on customer retention activities to keep HOD and management updated, and to support informed decisions on revenue/retention goals.

Key Performance Indicators:

  • Achieve budgeted financial goals in the key customer retention KPI’s (timely payment, non-payer disconnects, churn, arpu).
  • Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI’s, analyzing results and implementing improvement plans. Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.
  • Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and arpu enhancement opportunities.
  • Design specific campaigns, in collaboration with Marketing, which will be used for retention and upgrade. Implement the campaigns and measure results taking corrective actions to ensure targets are met.
  • Establish campaign objectives, workforce size and budgets, measure results and provide the ad hoc reporting for the platforms management.
  • Lead the loyalty and retention functions to build diagnostic, descriptive and predictive models, creating proactive and reactive loyalty and retention strategies and programs.
  • Deliver appropriate in-depth analytics to understand the levers that drive customer churn.
  • Through the customer base analytics monitor product life cycle propose refinement in pricing & product and determine possible Support models based on customer segmentation and customer value.
  • Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI’s, lead the analysis of results and provide stakeholders with meaningful information that enable them to define improvement plans.
  • Build diagnostic, descriptive and predictive models that provide the appropriate data to create proactive and reactive loyalty and retention strategies and programs. Deliver appropriate in-depth analytics to understand the levers that drive customer churn.
  • Drive the CRM-based analysis of customer related information -demographic, business and behavioral for the identification of loyalty and retention strategies, cross & up selling opportunities and data feedback for product definition and improvement in other functional areas.
  • Lead the customer base analytics to provide relevant information by customer segmentation and customer value that enables monitoring of product life cycle to.
  • Ensure that 100% of the collections are done on each account.
  • Monitors monthly payment plans of companies with unique billing plans.

Desired Qualifications, Experience & Attributes

  • A Bachelor’s degree in Business related field from a recognized university
  • Good understanding of selling techniques coupled with excellent oral and written communication skills
  • Proficiency in MS Office & ERP
  • 2 years’ team leadership role in the service industry. Experience in a busy customer service & sales environment preferred
  • Demonstrated understanding of customer retention milestones
  • A good team player with commitment to value-based leadership.
  • Commitment to quality, customer centric culture, customer service and best practices
  • Display of adaptability and agility towards excellent customer service in diverse cultural environment

Email you CV to recruit@ke.wananchi.com

Deadline: 11th December 2019.

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Nairobi, Kenya

Nairobi County

Business Administration
Updated: December 5, 2019 — 8:22 pm