Wananchi Group
Job Title: Retention Team Leader
Department: Customer
Experience
Location: Kisumu, Kenya
Position Reporting to: Retention Manager
Manages Others: Yes
Titles & Number of
Positions Managed:
· Supervisors
· CSRs
· Localised Retention
Agents
· Outsourced Headcount
Job Purpose /
Summary: Reporting to the Business Unit Retention Manager, Retention Team
Leader will be responsible for customer management under the follow focus
areas.
· Customer retention,
loyalty, and revenue growth
· Analysis, Reporting and
Feedback
· Client services support
in a timely manner and within defined SLAs
· Continuous Process
Improvement in service delivery processes, performance and products
· Subscriber billing,
payment channels and retention processes
· Team leadership
Key Roles:
Key Responsibilities
will include:
1.
Achieve budgeted business goals in the key customer retention
KPI’s (revenue, paying base, ARPU, timely payment, NPD/Churn reversals,
non-payer disconnects, churn).
2.
Lead the creation of different Customer Experience feedback
tools. Define, plan and execute Customer Satisfaction Surveys and NPS type
KPI’s, analyzing results and implementing improvement plans.
3.
Develop a detailed strategic roadmap that leads toward the
implementation of a continuous enhancement of customer satisfaction.
4.
Research, analyze and monitor metrics and customer segments to
uncover and capitalize on retention, win-back, up-selling and ARPU enhancement
opportunities.
5.
Manage the team to provide exceptional service at all times and
provide a benchmark of service delivery to be used by all other departments
within the organization.
6.
Develop tools such as questionnaires and surveys aimed at
recognizing customer needs and developing proactive mechanisms of meeting and
surpassing these needs.
7.
Manage customer queries and complaints by taking ownership and
resolving in a timely manner as well as ensuring that customers are advised of
the most appropriate delivery channels to meet their needs.
8.
Tie retention to customer support touch points in an effective
and efficient manner so as to provide a seamless and one point of support to
all our clients.
9.
Daily monitoring of the customer complaints register to ensure
constant update and timely resolution whilst compiling feedback on recurrent
issues for management information use.
10.
Guide the team to develop a professional work ethic and motivate
staff by ensuring that they are properly and promptly recognized.
11.
In conjunction with the Retention Manager, agree on challenging
performance objectives and measures for the team, providing regular feedback on
achievements and opportunities to improve.
12.
Pursue team and personal development to increase
effectiveness/efficiency, acknowledging strengths and areas of development as
well as share knowledge experience and best practice with other team members.
13.
Assisting the marketing team in the management and
implementation of new product launches via advertising to existing and
potential clients by use of the key modes of communication
14.
Contribute to product development and improvement through
continuous feedback analysis collected from clients.
Key Performance
Indicators:
Experience &
Background Needed
· University Degree in a
Business related field. An MBA would be an added advantage.
· At least 7 years of
Customer management experience, with at least 3 years at senior level.
· Experience of managing
and driving service improvement whilst managing multiple stakeholders within a
similar contact centre
· Experience in Call
Centre Service Activities, systems and procedures
· Knowledge and experience
in reading, analyzing, and interpreting periodical reports, and technical
procedures.
· Experience in writing
reports, business correspondence, and procedure manuals.
· Ability to effectively
present information and respond to questions from peers, management and
customers.
· Experience in solving
practical problems and dealing with a variety of concrete variables in
situations where only limited standardization exists.
Other Vital Qualities
· Planning and
organization.
· Ability to project a
positive image for him/ herself and the company.
· Good team player with a
commitment to value based leadership.
· Results- oriented.
· Credibility and
flexibility to deal with people at a variety of levels.
· Highly adaptable and
versatile.
· Ability to handle
ambiguity and work unsupervised in an unstructured environment.
· Ability to interpret a
variety of instructions furnished in written, oral, diagram, or schedule form.
· Ability to motivate
staff through leadership.
· Ability to handle a high
stress environment positively.
· Ability to create good
and strong work ties cross departmentally
· Committed to quality,
customer service, equal opportunities and diversity, best practice and best
value
How to Apply
Interested and qualified candidates to submit their applications
including a detailed CV and day time telephone contact to
recruit@ke.wananchi.com on or before 21st November 2022.
The subject line should read “Retention Team Leader”.
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.