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Retention Manager Job in Kenya

Our client, a leader in the broadcast media sector, seeks to appoint a suitably qualified & dedicated individual to assume the responsibility of Retention Manager

The successful candidate will report to the General Manager, and will be responsible for the overseeing all aspects of the business’ retention of subscribers through the development of an overall retention strategy for business growth and overall coordination, functional management and leadership of all retention activities of the business.

Key Responsibilities:

1. Responsible for the overall functional management and leadership of all retention activities of the business which includes:
  • Research and analysis of global best practice on customer retention strategies
  • Design and implementation of a customer retention strategy
  • Alignment of customer retention strategies to the business strategy
  • Owning and driving individual product retention targets
  • Design and  implementation of a customer loyalty program
  • Ensuring optimal organizational structure and resource allocation to support successful rollout of customer retention strategies across the business
2. Design and implement Information management policies that cover:
  • Full understanding and manipulation of the subscriber databases
  • Identification of subscriber niches
  • Identification and implementation of necessary information e.g. FAQ’s
3. Drive analytics based reporting on all metrics which includes:
  • Management of trend analysis and opportunity identification
  • Improvement of retention effectiveness
  • Interpretation of key sales drivers, trends and issues
  •  Continuous analysis of system generated communication to subscribers e.g. SMS’s
4. Stakeholder Management which includes:
  • Facilitation of awareness and information sessions to all stakeholders ensuring effective communication and dissemination of all retention related information
  • Implementation and post evaluation of inbound and outbound campaigns (Head-office and regions)
  • Working with all business units and relevant corporate divisions in rolling out the customer retention strategy
Qualifications and Experience
  • Bachelor’s Degree in Commerce/Marketing or an equivalent
  • Understanding of local markets  nuances and cultural diversity
  • 3-5 years relevant experience in a similar role in Telecommunications or FMCG
  • Proven track record of driving customer retention
  • Strong personal work ethic and initiative
  • Ability to innovate and deliver value to business at multiple levels
  • Competitor knowledge
  • Marketing aptitude & Market Research and Analysis
  • Business Intelligence
  • Customer Relationship Management
Skills and Attributes
  • High level of business acumen
  • Excellent communication skills with interpersonal flexibility
  • Professional verbal and written communication skills
  • Assertiveness combined with diplomacy / tact and Cultural sensitivity
  • Team work
  • Self-motivated, with drive and Energy
  • High levels of initiative Approachable and flexible
  • Ability to work under pressure
  • Confidentiality
Remuneration: An attractive salary package is on offer dependent on skills, qualifications and experience.

Please fill in the attached form and send in MS Excel format, as well as your CV in MS Word format to 

Indicate the job title on the subject.

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