Head of Retention

3 months ago

Umhlanga, South Africa iKhokha Full time

Company Description

iKhokha is one of the fastest-growing fintech companies in Africa. As you'd expect, our pace is fast-moving and ever-changing. We like it that way.
Our office is a high-performance environment where we thrive on pushing each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here.

**Job Description**:
At iKhokha we all believe in our collective ability to positively influence South Africa by uplifting the powerhouse of our economy: small businesses.

We’re looking for a Head of Retentions to join that mission

**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.

Additional Information
**Perks of joining the Tribe?**
- Work in a high-growth company with tangible results you're accountable for.
- Enjoy hybrid, remote, and in office work models.
- Competitive remuneration and benefits, including Medical Aid and Group Risk scheme contributions.
- Be guided by visionary leadership.
- Seize the opportunity for study leave.
- Access to on-demand learning and development.
- Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so).
- If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista.

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