Wananchi Group (K) Ltd
Position Title: Regional Retention Manager, Fiber Kenya
Department: Customer Experience
Location: Nairobi, Kenya
Position Reporting to: Director, Customer Experience
Manages Others: Yes
Titles & Number of Positions Managed:
- Retention Teams
- Outsource Partners
Job Purpose / Summary: Regional Retention Manager, Zuku Fiber will be responsible for customer retention, paying base and subscription revenue in the assigned Region.
- Customer lifecycle management at onboarding, usage, billing, payment, value growth, retention, loyalty
- Grow the paying customer base and subscription revenue to achieve business targets
- VOC, Analysis, Reporting and Feedback
- Client services support and query resolution in a timely, lasting manner and within defined SLAs
- Continuous Process Improvement in service delivery processes, performance and products
Key Roles:
Key Responsibilities will include:
1. Work with Customer Experience and Commercial, to formulate and roll out retention strategies.
2. Achieve budgeted retention KPI’s (timely payment, NPD/Churn reversals, subscription revenue, paying base).
3. Audit customer facing processes through customer lifecycle from on-boarding, usage, query resolution and site visits. Introduce improvements to achieve first time right at each step.
4. Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and revenue enhancement opportunities.
5. Lead the development of different Customer Experience feedback tools. Define, plan and execute Customer Management KPI’s and Processes to guide the Team to deliver on targets.
6. Provide root-cause analysis for customer lifecycle problems to ensure the cause of complaints, disconnections and churn are identified and the correct steps taken to eliminate re-occurrence.
7. Develop customer feedback tools to recognize customer needs, market dynamics and competitor activities to develop proactive mechanisms to meet these needs, maximize on opportunities and overcome challenges.
8. Manage the Contact Centres as key drivers of customer’s experience with the brand. Provide a seamless, efficient one-stop-shop for customers.
9. Work with field teams and business partners to extend customer management reach and to provide localized solutions and support to customers through the lifecycle.
10. Enforce customer retention centricity in all Customer Experience functions, team members and processes; 1st line, 2nd line support and in Retention; including respective outsource partner resources.
11. Manage customer complaints/problems by taking ownership and assuring resolution in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
12. Present product, service quality, payment and service delivery challenges to stakeholders and get their
commitments to resolve the defects.
13. Check solutions provided against customer expectations and feedback.
14. 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.
15. Assist in the management and implementation of new products via advertising to existing customers and partners by use of the key modes of communication at the disposal of the Customer Experience Department.
16. Contribute to product development and improvement through continuous feedback collected from clients.
17. Daily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
18. Design and develop reports and analysis that will assist Retention Team to pin point customer lifecycle trouble spots which require immediate actions.
19. Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audits and fully complying with organization policies and relevant regulations & legislation.
Key Performance Indicators:
Experience & Background Needed
- University Degree in a Business related field. An MBA would be an added advantage.
- At least 5 years of Customer management experience, with large teams and at least 3 years at senior level.
- Experience of managing and driving service improvement whilst managing multiple stakeholders.
- Experience in aftersales, customer lifecycle, systems and procedures. Ability to effectively present strategy, performance reports and respond to questions from team members, groups of managers, customers and business partners.
- Knowledge and experience in reading, analyzing, and interpreting statistics and customer behavior.
- Experience in writing reports, business correspondence, and procedure manuals.
- Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.
Other Vital Qualities
- Results- oriented, self-drive and organized towards attainment of business objectives.
- Ability to project a positive image for him/ herself and the company.
- Good team player with a commitment to value based leadership.
- Credibility and flexibility to deal with people at a variety of levels.
- Highly adaptable and versatile. Ability to handle a high stress environment positively.
- Ability to handle ambiguity and work unsupervised in an unstructured environment.
- Ability to motivate staff through leadership. 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 application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 2nd September 2022
The subject line should be Regional Retention Manager, Kisumu.
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.