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Industry: Telecommunication
Salary: 100k
Location: Nairobi
Our client is a fast growing innovative company, providing affordable access to Content and Internet services to low-income members of society. They seek to employ a highly experienced retention manager responsible for leading the team, developing and implementing strategies that will enhance customer loyalty, retention and revenue growth.
Retention Manager Job Responsibilities
- Leading in the creation of different customer experience feedback tools. Define, plan and execute customer satisfaction surveys, analyze results and implement improvement plans,
- Conducting regular Research, analyze and monitor customer segments to uncover and capitalize on retention, win-back, up selling etc
- Designing the specific campaigns in collaboration with marketing. Implement and measure results taking corrective action.
- Proactively monitor customer behavior in order to identify and address at-risk customers before they defect
- Manage effective and cost effective win-back campaigns in consultation with management,
- Conceptualizing, develop and implement a comprehensive framework for customer usage & retention across all customer segments with the objective of achieving revenue contribution i.e. volume and value,
- Deploying various initiatives including but not limited to, new services, customized programs, Promotions / offers and campaigns to influence segment behaviour. Build diagnostic, descriptive and predictive models, create proactive and reactive loyalty and retention strategies and programs,
- Managing Customer value to minimize high value loss.
- Maintaining insights, trackers and related dashboards for signifying movement of the segment of customers across various parameters like ARPU, usage, MOUs, retention, churn etc, and impact of various initiatives done specifically for subscribers,
- Alignment of customer retention strategies to the business strategy,
- Keeping track of competitor activity,
- Carry out collaboration opportunities with other lines of businesses to drive customer usage so as to leverage scale & product range.
- Managing the performance of your team by defining KPIs, objectives, assigning tasks and agreeing on measurement criteria in conjunction with the HR
Qualifications for the Retention Manager Job
- Degree in Marketing/commerce or an equivalent
- At least 5 years experience preferably in the Telecommunication Industry
- Proven track recording in revenue growth and reducing churn
- Must showcase knowledge of the competitors in the market.
- Posses experience in making data driven decisions that continually optimize and drive business growth.
- Ability to operate in a performance driven organization.
- Strong financial/analytical and problem solving skills
- Understanding of local market and cultural diversity
- Must be IT Savvy with a general interest in Technology and the Internet
- Have good planning and organizational skills
- Outstanding interpersonal skills
- Presentable with a positive, proactive and professional approach
Apply here for Retention Manager Job
Dateline: 16th December 2017. Kindly indicate current/last salary on your CV
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