Customer Retention Manager at M-KOPA

• We are looking for a Customer Retention Manager to join our Strategy and Operations team as we scale up and drive digital and financial inclusion across our markets.
• As the Customer Retention Manager, you will oversee and drive the daily operations of our retention team. This includes hiring and developing retention representatives and team leads, designing sales campaigns, and implementing strategies to maximize conversion rates and revenue. You will act as a servant leader, coach, and contributor, ensuring that the team achieves high-quality output and consistently exceeds targets, all while fostering a customer-centric culture.
• In this role, you will manage all aspects of our telesales operations, from outbound and inbound campaigns to specialized retention projects, helping the team deliver exceptional results. By leveraging your expertise in sales techniques and performance analytics, you will play a key role in ensuring that every customer interaction aligns with M-KOPA's values. This position offers an exciting opportunity to contribute to a life-changing impact, while growing your career within a fast-paced and innovative organization.
• You will report directly to the Senior Customer Care Manager.

Expertise

• We are looking for a seasoned leader with a proven track record in telesales, campaign management, and team coaching. To excel in this role, you should have strong skills in strategy development, data analysis, and performance optimization, along with the ability to inspire and lead a high-performing team.

Key Qualifications

• You must hold a bachelor’s degree in Business Management or a related field and have at least 5 years of experience in a corporate environment, preferably within the BPO or call center industries. Proficiency in MS Excel, combined with exceptional presentation, communication, and interpersonal skills, is essential. A results-driven mindset, along with experience in CRM systems, is critical to succeeding in this role.
• If you are passionate about making a difference and enjoy driving strategic growth through retention efforts, we would love to hear from you. Join us and help us transform lives through innovation and exceptional customer engagement.