Retention Manager at NCBA Group

Job Purpose Statement

The Retention Manager designs and implements customer retention strategies to increase loyalty and retain business. They analyze customer feedback, negotiate with customers, implement retention strategies, and compile reports for Growth & Commercialization Officers. In this role, you will deal directly with our customers to find out what issues they are facing, how we may improve our products or services, and how to retain their business. To be successful as a Retention Manager, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class retention specialist is able to improve revenue by creating lasting bonds with customers. In this proactive support role, the role holder is responsible for getting in front of issues as soon as possible and provides feedback on how to improve client retention.

Key Accountabilities (Duties and Responsibilities)

Financial 30% 

• Achieve of set revenue targets through the execution of growth and retention initiatives and activities.
• Responsible for the ownership of churn metrics & contracted revenue using the customer accounting model
• Monitor and review business performance and apply intervention strategies to ensure achievement of business growth.
• Educate customers on the value of our services

Customer 40% 

• Retention framework that entails loyalty and rewards programs as well as Customer Value Proposition (CVP) enhancements.
• Build and maintain customer loyalty through an engaging and attractive loyalty and monetization strategies
• Service Level Agreement (SLA) / Turn-Around Time (TAT), Net Promoter Score (NPS)
• Achieve Customer Satisfaction Index (CSI) benchmarks
• Analyzing customer behavior.
• Gathering information about customer complaints.
• Meeting with the sales team to propose customer retention solutions.
• Writing and presenting customer behavior reports.
• Building positive relationships with customers and business associates.
• Developing aggressive retention strategies based on customer feedback.
• Negotiating with customers to renew contracts and retain business.

Internal business processes 15% 

• Develop and manage robust competitor tracking systems to remain abreast of the market and the players. In line with this, identifying and analyzing new offerings from other banks and Fintechs in the market place proactively.
• Be an advocate for a continually improving way of working within the unit to drive efficient and impactful engagement and accurate delivery of service.
• Proactively participate in organisation projects.
• Audit, Compliance and Risk Management.
• Audit issues closed upon identification, or within the agreed time frames, whichever is shorter. Nil repeat findings.
• Implement, review and achieve the Customer satisfaction indexes.
• Implement engines/structure/procedures to support execution of customer growth through their lifetime customer journey.

Learning and growth 15% 

• Maintain a high team performance and engagement.
• Nil disruption to business / loss of business due to lack of appropriate numbers of qualified, available staff within the team.
• Up-to-date and actioned competency assessments and development plans for the team

Ideal Job Specifications

Academia and Professional Certifications:

• University degree Upper Second or Equivalent
• Relevant professional qualification in Marketing would be an advantage.

Experience:

• 4 years’ work experience in a financial services environment handling Marketing, PR or Business
• Development responsibilities. Prior experience in the development of growth and retention programs would be preferred.