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  • Director - Customer Retention at M-Kopa Solar

  • Posted on: 11 October, 2018 Deadline: Not Specified
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  • 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.


    • 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

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