Wananchi Group (K) Ltd
Job Title: Team Leader, Customer Lifecycle
Department:Customer
Experience
Location: Nairobi, Kenya
Employment Status/ Type: Full-time
Position Reporting to: Head of Customer Experience
Titles & Number of
Positions Managed:
- Billing &
Retention Supervisor
- 4 Billing
Executives
- 21 Retention
Executives
Job Purpose / Summary:
- Responsible for
leading a team in the design, implementation and execution of strategies
that drive customer retention, loyalty, share and revenue growth.
- Provide timely
Billing support to customers and Customer Experience team, oversee
activities that manage and supports Billing system and interdepartmental
support.
- Make
recommendations to improve on subscriber billing, payment channels and
posting, billing processes and exposure to risk
Key Roles:
- Defining and
measuring Customer Satisfaction and Promoter KPI's, identifying risks and
opportunities and implementing improvement plans.
- 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 lifecycle
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 lifecycle KPI's (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.
- Lead the
strategy for the development of CRM as the tool of a relationship based
model enabling the 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.
- 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 an customer value that enables monitoring of product life
cycle to.
- Tracking of
account status based on billable and unbillable statuses
- Provisional
package audits based in reference to account due dates.
- Equipment
movement reports and audits.
- Service changes
- upgrades downgrades audits.
- Account
addressing audits – ensuring STB and Modems are within same addresses.
- Refunds –
account activation and termination, account history, service change,
equipment movement- refund justifiable audits.
- Credit Process
improvement and audits.
- Simplify the
billing procedures to facilitate fast and effective processing of the
bills.
- Eliminate
processes that lead to wastage of time and resources; improve time and
cost effectiveness
- Ensure that
100% of the collections are done on each account.
- Manage training
and support function for Billing system
- Ensures
confidentiality of customer information and compliance to defined billing
procedures.
- Analyzes and
reviews delinquent accounts.
- Monitors
monthly payment plans of companies with unique billing plans.
- 100%
resolution on billing back office escalations i.e. mails and calls,
- 100%
audit the system to ensure timely, correct invoices and reminders are sent
to the customers
Education & Skills
critical to the role
- Bachelor Degree
in IT
- Minimum
experience of 4yrs preferably in telecommunications industry
- Showcase good
leadership skills to carry team members along
- Excellent
skills for communicating and relating with both staff members and customer
- Good
interpersonal skills to create a cordial relationship with team members
- Ability to
multitask
- Report analysis
skills
- Ability to work
within deadlines
- Must be result
oriented
How to Apply
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Teamleader, Customer Lifecycle on or before 27th October 2016.
Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
Interested and qualified candidates to submit their application including a detailed CV,day time telephone contact to recruit@ke.wananchi.com with a subject line Teamleader, Customer Lifecycle on or before 27th October 2016.
Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
Note: Canvassing will lead to automatic disqualification.