Requirements

• Bachelor’s Degree in Business, Sales, Operations, or related field.
  
• 3-5 years of experience in customer service, Customer retention, credit collections, customer success, or sales operations.
  
• At least 3 years of leadership experience managing remote or field teams.
  
• Experience in PAYGO, consumer finance, telecom, or energy access sectors is highly preferred.
  
• Strong analytical and performance management skills.
  

• Drive Depot-Level Retention Execution: Oversee the customer retention lifecycle across assigned depots, ensuring consistent follow-up on critical stages including early support, payment adherence, usage monitoring, and churn risk intervention.
  
• Enable Onboarding & Early Usage: Ensure successful customer onboarding and activation by monitoring early indicators (first use, first payment, 30-day survival). Proactively support customers facing challenges and escalate systemic friction points.
  
• Lead Proactive Retention & Reactivation: Drive structured campaigns to re-engage customers showing declining activity or payment patterns. Monitor early warning signals (payment delays, usage drop-offs, complaints) to enable timely intervention and reduce churn.
  
• Prevent Repossession & Coordinate Recovery: Monitor the repossession pipeline, ensuring retention teams prioritize recovery efforts before escalation. Coordinate with repossession teams on structured account recovery and track drivers to improve customer quality.
  
• Manage Team Performance & Accountability: Own performance outcomes for retention teams, tracking KPIs including activation rates, retention milestones (30/60/90-day), churn, reactivation, and repossession volumes. Conduct weekly reviews and implement corrective action plans.
  
• Utilize Data & Reporting: Monitor retention dashboards and analyze customer cohorts to identify churn trends and performance gaps. Provide regular reports to the Senior Retention Manager and recommend operational improvements based on field insights.
  
• Collaborate Cross-Functionally: Work closely with Sales (feedback on prospect quality), Operations/Technical teams (escalate product issues), and Customer Support (resolve complex cases) to improve the end-to-end customer journey.
  
• Lead and Develop Retention Teams: Coach and develop 8–10 Retention Team Leads across depots, fostering a performance-driven, customer-centric culture. Identify capability gaps, implement training, and support hiring and onboarding.