Head of Retention - uMhlanga at iKhokha

So, what will you do? 

• You will be responsible for developing and implementing effective strategies to retain and grow our existing customer base.
• You will play a vital role in driving customer loyalty, reducing churn, and maximizing customer lifetime value. If that sounds appealing, keep reading...

Customer Retention Strategy Development

• Develop comprehensive customer retention strategies and initiatives. 
• Create actionable plans to reduce churn and increase customer loyalty. 
• Implement retention programs, personalized marketing approaches, and customer engagement tactics that will drive the outcomes that the business is seeking (Cross-Sell, Upsell, Churn Reduction, Satisfaction).

Team Leadership & Performance Management

• Lead and manage the retentions team, inclusive of onboarding & customer support. 
• Set clear goals and expectations for individual team members. 

Data Analysis & Insights

• Analyse customer data, feedback, and market trends. 
• Identify patterns, trends, and opportunities for improvement. 
• Utilize data-driven insights to inform retention strategies. 
• Monitor and measure the impact of retention initiatives. 

Collaboration & Stakeholder Management

• Collaborate with cross-functional teams, such as creative and digital marketing, product and data analysis teams.
• Align retention efforts with overall business objectives. 
• Build strong relationships with key stakeholders. 

Qualifications

• Bachelor's degree in Marketing, Business Administration, or a related field. 

Deal Breakers: 

• Minimum 8 years in a senior-level role focused on customer retention, operations and/or call-centre team management, preferably in a fast-paced and technology-driven environment. 
• Strong analytical skills with the ability to interpret data, identify trends, and develop data-driven strategies. 
• Demonstrated experience in developing and executing successful customer retention initiatives, resulting in increased customer satisfaction and reduced churn. 
• Excellent leadership and team management skills, with the ability to motivate and inspire a team towards achieving common goals. 
• Exceptional communication and interpersonal skills to effectively collaborate with internal teams and build strong relationships with key stakeholders. 
• Strategic mindset with the ability to think critically and make data-informed decisions. 
• Passion for delivering exceptional customer experiences and a strong customer-centric mindset.