Retention Manager, Zuku TV (DTH) at Wananchi Group

Department: CUSTOMER EXPERIENCE

Position Reporting to: DIRECTOR, CUSTOMER EXPERIENCE

Manages Others: Yes

Titles & Number of Positions Managed:

• RETENTION TEAM LEADERS
• OUTSOURCE PARTNERS
• ALL COUNTRIES OF OPERATION

Job Purpose / Summary:

Reporting to Director – Customer Experience, the Retention Manager – Zuku TV (DTH) will be responsible for customer retention in all countries of operation, with the overall responsibility of:

• Customer lifecycle management at onboarding, usage, billing, payment, value growth, retention, loyalty
• Growing the paying customer base and subscription revenue to achieve business targets
• VOC, Analysis, Reporting and Feedback
• Client services support and query resolution in a timely, lasting manner and within defined SLAs
• Continuous Process Improvement in service delivery processes, performance and products

Key Roles:

• Work with Country Managers, local teams and Commercial, to formulate and roll out retention strategies.
• Achieve budgeted retention KPI’s (timely payment, NPD/Churn reversals, subscription revenue, paying base).
• Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Management KPI’s and Processes to guide the Team to deliver on targets.
• Enforce customer retention centricity in all Customer Experience functions, team members and processes.
• Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and revenue enhancement opportunities.
• Work with field teams and business partners to extend customer management reach and to provide localized solutions and support to customers.
• Develop customer feedback tools to recognize customer needs, market dynamics and competitor activities to develop proactive mechanisms to meet these needs, maximize on opportunities and overcome challenges.
• Manage the Contact Centres as key drivers of customer’s experience with the brand. Provide a seamless, efficient one-stop-shop for customers.
• Manage customer queries and complaints by taking ownership and resolving in a timely manner as well as ensuring that customers are advised of the most appropriate delivery channels to meet their needs.
• Daily monitoring of the customer complaints register to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
• Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audits and fully complying with organization policies and relevant regulations & legislation.
• Assist in the management and implementation of new products via advertising to existing customers and partners by use of the key modes of communication at the disposal of the Customer Experience Department.
• Contribute to product development and improvement through continuous feedback collected from clients.

Key Performance Indicators:

Required Education, Skills & Experience

• University Degree in a Business related field. An MBA would be an added advantage.
• At least 7 years of Customer management experience, with large teams and at least 3 years at senior level.
• Experience of managing and driving service improvement whilst managing multiple stakeholders.
• Experience in aftersales, customer lifecycle, systems and procedures. Ability to effectively present strategy, performance reports and respond to questions from team members, groups of managers, customers and business partners.
• Knowledge and experience in reading, analyzing, and interpreting statistics and customer behavior.
• Experience in writing reports, business correspondence, and procedure manuals.
• Experience in solving practical problems and dealing with a variety of concrete variables in situations where only limited standardization exists.

Other Vital Qualities

• Results- oriented, self-drive and organized towards attainment of business objectives.
• Ability to project a positive image for him/ herself and the company.
• Good team player with a commitment to value based leadership.
• Credibility and flexibility to deal with people at a variety of levels.
• Highly adaptable and versatile. Ability to handle a high stress environment positively.
• Ability to handle ambiguity and work unsupervised in an unstructured environment.
• Ability to motivate staff through leadership. Ability to create good and strong work ties cross departmentally
• Committed to quality, customer service, equal opportunities and diversity, best practice and best value