Client Retention Specialist

About Unifi

Unifi is redefining credit in Africa with simple, fast personal loans delivered through online, mobile, and branch channels. We make life easy for thousands of clients across Zambia, Kenya, Uganda, and South Africa. Unifi has conviction in the African continent and its people, and our products enable our clients to achieve even more. As one of the fastest-growing lenders in East Africa, we combine exceptional client service with the very best tech and data analytics.

Learn more about Unifi at:

Role Purpose:

We are seeking a highly analytical and strategic Client Retention Specialist to join our team.

You will be responsible for developing our client segmentation models, building a rigorous A/B testing framework, and defining the future of our CRM capabilities. You will also serve as a senior escalation point, using your insights from direct client interaction and data analysis to identify root causes and drive process improvements across the business.

The ideal candidate is a data-driven problem-solver who is comfortable querying databases, analyzing campaign performance, and confidently handling complex client escalations.

Responsibilities:

• CRM & Client Journey Strategy: Help define the long-term vision for our CRM platform's functionality. Contribute to the development and optimization of the end-to-end client journey, including website and post-landing page experiences.
• Client Segmentation & Analysis: Lead the segmentation of our client base to enable highly targeted communication. Utilise data to develop models that improve conversion rates, drive retention, and increase client lifetime value.
• Campaign Testing & Optimization: Design, implement, and own a rigorous A/B testing regiment for all retention-focused campaigns (e.g., email, SMS). Systematically test variables and analyse performance to establish and share best practices.
• Root Cause Analysis: Investigate recurring issues and client pain points by analysing call recordings, CRM data, and support tickets. Identify trends, pinpoint underlying process gaps, and flag agent performance issues for coaching.
• System Campaign Management: Manage, drive, and execute system-based campaigns
• Technical Campaign Improvement: Collaborate with tech and data teams to implement technical improvements to our campaign capabilities, such as integrating dynamic content (e.g., client-specific available balances) to enhance personalisation.
• Process Improvement: Recommend and help implement enhancements to contact centre scripts, policies, and procedures to elevate the overall client experience and minimise escalations.
• Client Communication: Serve as a key point of contact for communicating major service incidents, complaint trends, and resolution strategies to internal stakeholders.
• Coaching & Development: Collaborate with Team Leaders and Trainers to develop targeted coaching plans and training materials based on your escalation and root-cause analysis, with the goal of improving first-call resolution.
• Reporting & Documentation: Meticulously document all escalation cases. Produce detailed reports on complaint trends, resolution times, campaign performance (A/B test results), and client satisfaction for management.

Requirements:

• Minimum 4-5 years of experience in an online retail, eCommerce, or digital business with a strong focus on CRM, client lifecycle, or retention marketing.
• A diploma or degree in Commerce, eCommerce, Marketing, Business Management, IT, Data Science, or a related field is advantageous.
• Demonstrable capacity to segment client databases and use campaign analysis to improve conversion and retention metrics.
• Experience in a contact centre environment is highly beneficial.
• Advanced experience with CRM and campaign management systems.
• Strong data analysis skills are essential. Proficiency in SQL is required.
• Experience with data analysis/BI tools (e.g., SAS, Python, Big Query, Tableau, Power BI) is highly desirable.
• Analytical Mindset: A strong ability to analyse contact centre metrics, campaign data, and client funnel data to identify actionable insights.
• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex issues clearly and empathetically to clients, agents, and senior management.
• Problem-Solving: A systematic and creative approach to problem-solving, with a focus on finding durable, long-term solutions.
• Resilience: The ability to remain calm, professional, and composed while handling challenging, high-pressure, and emotionally charged situations.