Retention Administrator

1 week ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001454

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet

**Job category**:Admin, Office Support and Services

**Location**:Randburg

**Contract**:Permanent

**Remuneration**:Market Related

**EE position**:Yes

**Introduction**:
The Retention Administrator is responsible for supporting customer retention strategies through the development, management and analysis of data-driven reports. The Retention Administrator is involved in tracking key retention metrics, producing actionable insights, and ensuring the accuracy of data that informs strategic decisions across the business. Tracker requires the services of Retention Administrator in the Retention department based at Tracker Head Office in Johannesburg

**Job description**:

- Generate and maintain regular reports on customer retention KPI’s.
- Analyse trends in customer behaviour, contract renewals, and churn to provide actionable insights.
- Build and maintain dashboards for internal stakeholders to track performance.
- Support campaign performance analysis and customer segmentation
- Administer retention commission and incentive pay-outs for the relevant retention teams.
- Track individual and team performance against commission targets.
- Collaborate with finance and HC teams to ensure timely and accurate payments.
- Resolve any commission discrepancies or queries in a timely manner.
- Maintain confidential records and audit trails for compliance and transparency.
- Ensure accuracy and consistency of data across reporting systems.
- Collaborate with IT and BI teams to troubleshoot issues related to reporting or commission tracking.
- Support automation of data flows and reporting processes where possible.
- Provide reporting and analysis support for business reviews and retention meeting.
- Work closely with CVM, Sales, Finance, Customer Experience and HC teams to align on data and pay-out processes.

**Minimum requirements**:

- Minimum requirement is matric
- At least 3-year Call Centre/Customer Service experience
- At least 1 year Tracker specific experience advantageous
- Excellent knowledge of Tracker systems and processes advantageous
- Computer literacy in Microsoft Excel (Essential).
- Enthusiastic and passionate about the job
- Result driven.
- Deadline driven.
- Customer Focus
- Analytical
- Ability to work under pressure.
- Ability to work independently.
- Logical & methodical attention to detail
- Excellent Communication Skills (verbal & written)
- High degree of emotional intelligence

**Benefits**:

- Medical aid
- Provident fund
- 17 days annual leave

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