Customer Retention Manager

We are looking for a **Customer Retention Manager** to join our **Strategy and Operations team** as we scale up and drive digital and financial inclusion across our markets.

As the **Customer Retention Manager**, you will oversee and drive the daily operations of our retention team. This includes hiring and developing retention representatives and team leads, designing sales campaigns, and implementing strategies to maximize conversion rates and revenue. You will act as a **servant leader, coach, and contributor**, ensuring that the team achieves high-quality output and consistently exceeds targets, all while fostering a customer-centric culture.

**About Us**:
At **M-KOPA**, we are committed to empowering individuals by providing affordable access to transformative digital and financial solutions. Our customer retention efforts are at the heart of this mission, ensuring that we build and maintain strong relationships with our customers.

In this role, you will manage all aspects of our telesales operations, from **outbound and inbound campaigns to specialized retention projects**, helping the team deliver exceptional results. By leveraging your expertise in sales techniques and performance analytics, you will play a key role in ensuring that every customer interaction aligns with M-KOPA's values. This position offers an exciting opportunity to contribute to a **life-changing impact**, while growing your career within a fast-paced and innovative organization.

You will report directly to the **Senior Strategy & Operations Manager**.

**Expertise**:
We are looking for a seasoned leader with a proven track record in **telesales, campaign management, and team coaching**. To excel in this role, you should have strong skills in **strategy development, data analysis, and performance optimization**, along with the ability to inspire and lead a high-performing team.

**Key Qualifications**
You must hold a **bachelor’s degree in Business Management or a related field** and have at least **5 years of experience in a corporate environment**, preferably within the **BPO or call center industries**. Proficiency in **MS Excel**, combined with exceptional **presentation, communication, and interpersonal skills**, is essential. A results-driven mindset, along with experience in **CRM systems**, is critical to succeeding in this role.

If you are passionate about making a difference and enjoy driving **strategic growth through retention efforts**, we would love to hear from you. Join us and help us transform lives through innovation and exceptional customer engagement.

**Why M-KOPA?**:
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
- Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024, we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa._

**_ Important Notice_**
- M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply._
- M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships._
- M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process._