Director - Customer Retention at M-KOPA Solar

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.