• Director - Customer Retention at M-Kopa Solar

  • Posted on: 11 October, 2018 Deadline: Not Specified
  • View Jobs in Power / Energy View All Jobs at M-Kopa Solar
  • Subscribe to free job alerts
  • If you have not been getting our emails, check your Spam folder folder on Yahoo or Promotions tab on Gmail; mark us as Not Spam and add us to your contact list. Learn how to

    M-KOPA is one of the fastest growing power providers in Africa, connecting solar to 500 new homes each day. M-KOPA partners with leading technology and distribution companies operating across Africa, including Safaricom, Vodacom and Microsoft.

    Director - Customer Retention

     

    Job description

    About the role

    Overall Purpose:

    The Director - Customer Retention will be responsible for all upgrades and upsells to M-KOPA’s existing customers to drive up their customer retention initiatives and increase M-KOPA’s customer lifetime value. This includes leadership, management and operational oversight of M-KOPA’s customer retention efforts by leveraging on existing offerings in addition to developing new ones.

    This role reports to the Chief Commercial Officer and would have full revenue responsibility (on upgrades & upsells) for Kenya and for Uganda.


    Key Responsibilities

    • Drive revenue targets for the company through Upgrading & Upselling existing customers, while minimizing regretted churn;
    • Operational running of a team of 50+ telesales agents and potentially outsource options, with focus on driving down the cost of sale, while maximizing revenue and ensuring quality on how M- KOPA interacts with their customers;
    • Oversight & accountability on the key metrics and operational processes tracking contact rate, retention metrics and progress towards goals - and manage towards results;
    • Build accurate and credible plans for future revenue with the support of the Business Insights Team;
    • Strategic goal-setting for the upgrades/upselling teams – from collaborating to establishing key quarterly goals to capacity planning, to talent management and performance improvement;
    • Use data to prioritize decisions and propose new offerings and report based on trends you decipher from your analysis;
    • Work with Market Development and Labs areas of the business to help develop new offerings;
    • Support the Uganda Team in their operations and medium term to include other markets;
    • Managing, mentoring and developing the team, from managers to individual contributors - to strengthen their own performance and their ability to support the company more effectively.

    Does this sound like you?

    Must Haves:

    • Passion for their mission – M-KOPA is a pioneer in the dynamic pay-as-you-go solar space;
    • Strategic thinker able to derive and synthesize insights to provide comprehensive analysis and actionable recommendations for impactful deliverables;
    • Demonstrated strong analytic aptitude – with strong analytical and Excel skills to derive data driven recommendations, interpret business case financial modelling and analyze performance;
    • A track record of achievement in developing and managing large teams;
    • High integrity and openness combined with commitment to good governance;
    • Adept at combining creativity and critical analysis to package compelling and clear recommendations to the management team that have a strong narrative.

    Preferred:

    • Five years of experience in a strategic role with experience in retention strategy and/or other relevant customer strategy is highly preferable;
    • Previous experience of telesales operations is preferred;
    • Experience in a startup or similar environment where there is frequent change and a need to demonstrate and act with a sense of urgency.

    Method of Application

    Interested and qualified? Go to M-Kopa Solar career website on www.linkedin.com to apply

    Have you ever wondered what people doing similar jobs in different companies and industries earn? Contribute anonymously to Kenya's No. 1 Salary Database. Join MySalaryScale.
  • Know More About M-Kopa SolarSimilar Jobs
  • Subscribe to free job alerts
  • Retail - Customer Experience Executive at Safaricom Kenya
  • Kenya - Collections Vendor Manager at Tala (formerly InVenture)
  • Luganda Speaking Call Center Agents (Residing in Kenya) at Flexi-Personnel
  • Customer Service Officer at Sensei Institute of Technology (SiT)
  • Client Relationship Manager at Palliser Limited
  • Head – Customer Relationship Management at Co-operative Bank of Kenya
  • Customer Care Representative at Safepak Limited
  • Front Desk Executive at Alternate Doors
  • Filter Jobs
  • County | Search by region instead
    Field

    Industry

    Education

    Experience


    Also include jobs without defined experience

    Job Title

  « 1 Recently Viewed Job