We are pleased to announce the following vacancy within the Contact Centre Support Department in Customer Care Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Retention Manager
Ref: CC- RM– AUG10
Reporting to the Head of Department - Contact Centre Support, the job holder will be responsible for Customer Retention in the Customer Care Division by ensuring maximization of the lifetime value of customers; this includes overseeing the operations of the Outbound unit.
The job holder’s key responsibilities will be to:
Retention Manager
Ref: CC- RM– AUG10
Reporting to the Head of Department - Contact Centre Support, the job holder will be responsible for Customer Retention in the Customer Care Division by ensuring maximization of the lifetime value of customers; this includes overseeing the operations of the Outbound unit.
The job holder’s key responsibilities will be to:
- Develop a cross –functional retention team across the Customer Care Department and conduct an analysis of customer complaints to determine reasons why customers are dissatisfied;
- Proactively analyze customer behaviour in order to identify and address at-risk customers before they defect;
- In partnership with commercial division, develop cost effective customer retention campaigns based on a solid understanding of our customer segmentation, management information and data analysis;
- Develop loyalty campaigns in consultation with commercial division and prepare business cases for all proposed campaigns;
- Oversee the operation of the outbound unit in line with the Call Centre Retention strategies;
- Manage effective customer win-back mailing campaigns supported by online and telephony contact.
- Manage the performance of staff by defining performance indicators, objectives, assigning tasks and agreeing on the measurement criteria;
- In collaboration with Projects and Process manager, identify areas of improvement within Call Centre procedures that will aid in driving Customer Retention;
- Develop the customer retention budget and monitor expenditure;
- In line with agreed KPI’s for loyalty programs, continuously plan, inform, and review budget expenditure and ROI;
The ideal candidate should possess the following skills and competencies:
- Bachelor's degree in marketing or a statistical technical discipline from a recognized university;
- 6-7 years experience in business analysis and customer management;
- Ability to work in a fast-paced, dynamic environment;
- Excellent problem solving and analytical skills with good evaluative skills and ability to think critically;
- A highly innovative, results oriented individual with excellent organizational skills;
- Well developed presentation skills with attention to detail
- A proven team player with excellent communication and interpersonal skills and ability to network.
If you meet the requirements and are self driven, proactive, highly innovative and up to the challenge, please send your resume and application letter quoting the job reference number to the address below.
All applications must be delivered on or before Monday , 30th August 2010.
The Senior Manager – Talent Acquisition,
Safaricom Limited.
Via email to: hr@safaricom.co.keAll applications must be delivered on or before Monday , 30th August 2010.
The Senior Manager – Talent Acquisition,
Safaricom Limited.
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