Retention Manager

6 hours ago

Centurion, South Africa Express Employment Professionals Full time

The Customer facing Retentions Manager is responsible for managing, maintaining, and most importantly reducing loss of existing business, by maintaining our link base, working closely with all business units, increasing link upgrades, and tactically increasing customer spend.
The Retentions Manager will be responsible for communicating and negotiating with customers, propose solutions, gathering data and providing detailed information and reports on customer interactions and outline steps taken to arrive at the solution. The incumbent is also responsible to balance the organization’s desire to keep the customer / link with the potential revenue that the customer represents, and the costs associated with retaining them. This is achieved by communicating with customers business, legal (if required), and employees to increase loyalty and retain busines. This role requires significant communication skills, both written and verbal

ACCOUNTABILITIES & RESPONSIBILITIES

Adherence to Global Telco Standards
- Working closely with Operations, Service Managers, Finance, Legal, Technical and other business units

Revenue Leakage
- Identify areas of potential revenue leakage throughout the order to cash process and set up the relevant actions to be addressed.
- Must be able to devise and adapt retentions strategy according to company policy, expectations, and market changes
- Must understand competing products and related pricing in the market to have meaningful conversations
- Implement proactive and reactive churn prevention programs and drive new business growth through customer advocacy
- Must assist re-negotiation on proven high risk clauses by providing evidence and possible solutions to create a win-win outcome
- identify risk causing clauses in conjunction with product rules. Must be identified and resolved before the organization suffers losses
- Thorough understanding of Contracts, commercial understanding and risk mitigation is high on the radar of the retentions team
- Improve and stabilize Out of Contract link levels to meet KPI’s as set by senior management
- Provide predictive churn models and solutions
- Analytics and mitigation for potential losses
- Manage Retentions team
- Provide training, guidance and mentorship to achieve team KPI’s
- Identify and reduce the overall revenue leakage throughout the organization value chain
- Manage credit note process from a Sales perspective
- Collate data for credit resolution and disputes
- Identify and correct system issues and processes that result in credit notes

Measurable
- Bulk Order Tracking: Milestone feedback provided to customers
- Overutilization: Upgrades to be processed timeously
- Abortive costs: Cancellation fees processed timeously
- Call backs from NOC
- Reduction of Credit Notes
- Renewal and retentions
- Track churn and erosion: Look at data to identify red flag metrics that indicate accounts are at risk of churning and provide churn and erosion

monthly reporting
- Provide real-time reporting for all the above aspects

Renewal of out of contract links
- Renewals forms part of the proactive retentions approach
- Provide Accurate renewal base to the Sales team
- Package and gain approvals for renewals proposals
- Draw out renewal proposals for each customer as requested
- Own, manage and improve CRM Renewals functionality
- Manage and report on renewal discounting
- Manage and report on renewal actuals vs target
- Manage Renewals Target for the Financial year
- Provide reporting to all levels of business relating to renewals

Bulk Deals
- Standardize bulk deal approach
- Provide Accurate real-time reporting on bulk deals
- Reduce response times on bulk deal queries
- Own, Manage, and improve CRM Bulk deal functionality
- Manage and report on bulk deal performance
- Understand and provide reporting for all bulk deal requirements
- Report on Bulk deal Milestones for previous, current, and following financial year
- Identify bulk deal risks and mitigation
- Provide bulk deal reporting to customers in line with bulk deal contracts
- Understand all bulk deal terms and conditions
- Manage CSS process for bulk and non-Bulk deals
- Own, Manage, and improve CSS functionality. Migrate functionality to Salesforce
- Ensure all CSS’s are processed and approved within KPI

Provide reporting and presentations to all levels of business relating to bulk deal

Working Conditions
- Office based and travel
- Extended work hours where applicable

Personal attributes
- Excellent communication and reporting skills
- Self-starter and self-motivated, willing to put in extra time
- Solution driven; able to react quickly and resolve issues so that the workflow can continue
- Attention to detail
- Must be able to perform under pressure
- Must be able to persuade and influence others
- Good relationship builder with strong diplomacy skills
- Must aspire to a culture of service excellence

Knowledge, qualifications and experience

Matric
- BCom
- Other relevant terti

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