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

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.

Find jobs in Kenya. Jobs - Kenya jobs. Search our career portal & find the latest Kenyan job positions, career opportunities & jobs in Kenya.

Jobs in Kenya - banking jobs, IT jobs, accounting jobs, NGO jobs, business administration, ICT, UN jobs, procurement jobs, education jobs, hospital jobs, human resources jobs, engineering, teaching jobs, and other careers in Kenya.

Find your dream job from 1000s of vacancies in Kenya posted and updated daily - click here!