Retentions Manager Centurion Ict Industry

2 weeks ago

Centurion, South Africa Top Notch HR Solutions Full time

PayScale:
**63K to 100kCTC**
**Currently we do not have long term incentives/ short incentives bonus based on company and individual performance.**

African Male and female and Coloured Male and Female will be considered ONLY

The individual should be **business focused not consumer.** They need to understand Retention end-to end from a businesss perspective. Building the retentions strategy as well. A combination of Success Manager, Retention Management experience. Telecoms, sales environment, **not Call Centre Retention Managers**. This individual should be able to sit with the sales team, heads, rev assurance team and have discussions on retention, churn, products etc.

DESIRED SKILLS
- Experience in wholesale telecoms environment
- Implement strategy for retentions
- Manage contractual changes to positively impact retentions
- Ability to analyse and understand underlying reasons for terminations and implement corrective measures
- Manage terminations where you do not manage the end customer
- Carried a target for retentions in previous roles
- Managed a team for retentions and other tasks
- Has a good understanding of terminations and renewals
- Has a good understanding of bulk deals, expectations, management and fulfilment

**ICT (priority)**
**Telecoms Sectors (priority)**

Bank (we may review)

Insurance (we may review)

**Main Purpose**
The Customer facing Retentions Manager is responsible for managing, maintaining, and most importantly reducing loss of existing CLIENT 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 organizations 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 business. This role requires significant communication skills, both written and verbal

**ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)**

**Aligned with ITIL**
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 CLIENT 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 KPIs 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 KPIs

Identify and reduce the overall revenue leakage throughout the CLIENT 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

KEY PERFORMANCE INDICATORS

Measurable

Monitoring and reporting of trending outages and model potential churn

Follow up and confirmation of the processing of RCA documents

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

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