Customer Retention Supervisor at SunCulture Kenya Ltd

About the role:

The Customer Retention Supervisor is a key member of our customer service department. The role holder will be responsible for leading a team of outbound retention specialists to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.

Key Responsibilities:

• Lead and motivate an outbound retention team to achieve performance objectives and key results.
• Provide continuous coaching, training, and feedback to enhance team members' skills and performance.
• Foster a positive and collaborative team environment to encourage innovation and continuous improvement.
• Develop and implement outbound customer retention strategies aligned with business goals.
• Analyze customer data to identify areas for improvement and implement targeted retention initiatives.
• Monitor and evaluate outbound calls to ensure adherence to established scripts and procedures.
• Conduct regular quality assessments and provide constructive feedback to enhance performance.
• Utilize data analytics tools to track retention metrics, generate reports, and provide insights for informed decision-making.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field preferred.
• Demonstrated success in a supervisory role within customer retention or outbound calling.
• Profound grasp of customer retention strategies and best practices.
• Outstanding leadership and interpersonal abilities.
• Exceptional communication and negotiation skills.
• Proficiency in CRM software and relevant tools.
• Results-oriented mindset with a track record of exceeding targets.
• Adaptable problem-solver with a customer-centric approach, thriving in dynamic environments.