Wananchi Group (K) Ltd
Job Title: Customer Retention Supervisor
Job Title: Customer Retention Supervisor
Department: Customer Service Dept
Location: Nairobi
Position Reporting to:Manager, Retention
Company Profile: The Wananchi Group is Africa’s pioneering provider of Triple
Play (broadband, multi-channel television and voice telephony) and VSAT
(broadband data and internet) services. We’re in the process of rolling out
Africa’s most innovative cable network to complement the existing VSAT
infrastructure and are seeking to recruit ambitious, dynamic and innovative
individuals who will drive our growth.
Leads, coaches, and mentors a team of
Customer Retention Reps responsible for assessing customer situations
requesting disconnects, resolving customer concerns, retaining customers and
providing best in class service to customers.
Key Roles:
·
Leads a team of Customer Retention
Reps to achieve internal performance metrics and external customer expectations
as appropriate.
·
Coaches, mentors, develops and
provides support to the team of Customer Retention Reps responsible for
resolving customer concerns
·
Ensure launching all retention
initiatives and come up with new ongoing campaigns
·
Designing and monitoring of
daily/weekly/monthly analytical reviews on churn trends, churn dash boards
& competition overcoming customer objections and retaining customers.
·
Consistently delivers upon leadership
expectations, conducting one on one meetings with team members, Analyzes
reports/data to develop recommendations and implement solutions focused on
improving the organization-s satisfaction of customer expectations and
responding to the causes of customer dissatisfaction.
·
Regularly monitors reps and team-s
performance, holding employees accountable for productivity and quality
expectations.
·
Ensures consistency of monitoring,
coaching in content, methods and procedures, and corrective action processes.
·
Ensures visibility and accessibility
to assist Retention Reps on the floor.
·
Develops and maintains relationships
with department peers focused of collaboration, honesty, integrity, and respect
for each other.
·
Implements team training plans and
achieves required timelines.
·
Uses a variety of tools to
effectively recognize employees for outstanding performance.
·
Meets deadlines, delivers on
commitments internally and cross-functionally.
·
Performs special projects and duties
as required.
·
Prioritizes, plans and executes to
achieve goals.
·
Works with urgency, respect and
integrity. Inspires and delivers results.
·
Performs other duties as required.
Experience and Background Needed:
·
Prior leadership experience preferred
·
Solid understanding of sales and
ability to be self motivated
·
Proven self-starter with strong
organizational skills
·
Superior telephone and verbal communication
skills
·
Ability to effectively and
sensitively communicate technical and financial information
·
Ability to work in a fast paced and
high pressure work environment
·
Ability to work independently as well
as within a team
·
College degree
Job
Title: Team Leader, Retention
Department: Customer Experience
Location: Nairobi, Kenya
Employment
Status: Full Time
Position
Reporting to:Head of Customer Experience
Manages
Others: Yes
Titles &
Number of Positions Managed: 3
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. Make 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 objective’s,
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
·
A university Degree in a Business
related field
·
Sale/Customer Service background
·
MS Office, ERP
·
Customer centric, self-drive, sales
oriented
·
2 years’ leadership in service
industry
·
Understanding customer Retention
milestones
How to Apply
Interested and qualified candidates
to submit their application including a detailed CV and day time telephone
contact to recruit@ke.wananchi.com on or before 30th July 2018.
The subject line Team Leader –
Retention.
Wananchi Group is an equal
opportunity employer and will offer competitive remuneration and benefits to
the right candidate.
Only short-listed candidates will be
contacted.
Note: Canvassing will lead to automatic disqualification.
