Retention Manager

In this role, you would be responsible for:

Lead Daily Retention Operations

• Managing the day-to-day performance of Uganda's retention and telesales team across outbound, inbound, special-project campaigns, and cash loans
  

• Ensuring clear daily priorities, strong queue discipline, and timely follow-up on high-intent customer leads—no lead left behind
  

• Managing cash-loan performance by monitoring weekly and monthly results, escalating critical issues, and partnering with Product and stakeholders to resolve root causes and improve performance
  

Drive Campaign Performance and Conversion

• Designing and executing telesales campaigns by aligning leads, products, scripts, staffing, and follow-up routines into one coherent execution engine
  

• Monitoring lead management including conversion, contact rate, agent productivity, and revenue targets to identify performance gaps and opportunities to meet Retention targets
  

• Partnering with Product, Credit, Finance, Marketing, BI, Customer Care, and Retail teams to remove blockers and improve campaign outcomes
  

Build a Strong Sales and Coaching Culture

• Coaching Team Leaders and agents on pitch quality, objection handling, closing discipline, and customer-first selling
  

• Using call listening, QA findings, scorecards, and performance reviews to improve consistency and raise team standards systematically
  

• Developing Team Leaders into coaching-first managers who can run structured daily performance routines without needing constant direction
  

Strengthen Processes, Controls, and Customer Experience

• Continuously improving telesales processes to increase revenue, reduce leakage, and manage operating costs
  

• Ensuring accurate lead handling, compliant customer communication, honest dispositions, and adherence to consumer protection principles
  

• Maintaining clear controls around commissions, escalations, lead ownership, and customer follow-up
  

Develop and Manage the Team

• Hiring, onboarding, mentoring, and performance-managing Team Leaders and retention representatives
  

• Creating a motivating team environment with clear expectations, regular feedback, and visible career development paths
  

• Leading planning for team capacity, leave, coverage, and high-performing agent segments
  

What Success Looks Like:

• Higher conversion from eligible retention customers into repeat-product sales
  

• Stronger daily operating rhythm across Team Leaders and agents
  

• Better lead follow-up discipline, fewer stale tickets, and faster response to high-intent customers
  

• Clearer coaching standards, improved pitch quality, and reliable performance management
  

• Improved collaboration with critical stakeholders to solve retention blockers
  

Your application should demonstrate:

Qualifications & Experience

• Bachelor's degree in Business, Sales, Operations, Marketing, or a related field
  

• Over 5+ years' experience in Telesales, Customer Retention, or commercial operations
  

• 3+ years in Telesales or Customer Retention management
  

• Proven ability to use data, scorecards, and coaching routines to improve sales performance
  

• Experience designing or running campaigns, managing lead pipelines, and improving conversion rates
  

• Strong presentation, communication, coaching, and people-management skills
  

• Demonstrated commitment to ethical selling, customer protection, and compliant sales processes
  

Technical Competencies

• Sales operations and campaign management
  

• Performance analytics and reporting
  

• Customer segmentation and lead management
  

• Sales coaching and call-quality improvement
  

• CRM/ticketing systems, ideally Freshdesk or similar
  

• Stakeholder management across multiple functions
  

• Customer retention product knowledge
  

• Process improvement and operational controls