Customer Retention Manager at Mogo Finance

What you will do:

About the Role:

This is an internal job opportunity open to eligible Mogo Kenya employees only.

We are looking for a results-driven Customer Retention Manager (Value and Return) to lead customer retention and repeat lending performance across Mogo Kenya's existing customer portfolio.

The successful candidate will be responsible for driving repeat loan issuance, customer reactivation, conversion performance, and achievement of retention targets across the Value and Return customer pools.

The role provides overall accountability for the performance and development of the Retention team, including agent productivity, pipeline conversion, call quality, coaching and customer engagement. The successful candidate will identify performance gaps, implement corrective actions, strengthen retention strategies and playbooks, and work closely with relevant stakeholders to remove operational barriers and deliver sustainable portfolio growth.

Main Responsibilities:

• Develop and implement retention strategies to drive repeat lending, customer reactivation, loan issuance, and achievement of Value and Return targets across boda and car products.
• Take overall accountability for retention performance by monitoring issuance, agent productivity, pipeline conversion, call activity, contact rates, follow-ups, and call quality, and implementing corrective actions where required.
• Manage and optimise the Value and Return customer pools, ensuring eligible customers are appropriately segmented, prioritised and engaged according to the defined retention strategy.
• Lead, coach and develop a team of 16 to 25 Retention Agents, establishing clear accountability, addressing performance gaps, identifying training needs and fostering a high-performance culture.
• Implement and manage a structured coaching and quality assurance programme, ensuring agents receive regular coaching based on call recordings, conversion performance and identified capability gaps.
• Set and monitor daily and weekly activity standards, including call volumes, connected calls, talk time, follow-ups and pipeline progression, ensuring strong activity discipline across the team.
• Monitor call quality and customer engagement standards, ensuring adherence to approved retention playbooks, scripts, Company processes and customer communication requirements.
• Analyse pipeline and conversion performance to identify bottlenecks across the customer journey and implement targeted interventions to improve contact-to-quote and quote-to-issuance conversion.
• Develop, maintain and continuously improve separate retention playbooks and calling scripts for the Value and Return customer pools, including objection handling and customer follow-up approaches.
• Ensure accurate pipeline management, customer dispositions and reporting within the ERP and other relevant systems to support reliable decision-making and performance management.
• Work closely with the Head of Retention and Telesales and relevant internal stakeholders to improve retention offers, resolve operational bottlenecks and strengthen customer engagement.
• Ensure effective coordination with Telesales and other commercial teams to avoid duplication of customer engagement and maintain a consistent customer experience.
• Prepare and present weekly and monthly performance reports, providing clear insights into issuance, pipeline health, conversion performance, agent productivity and actions required to improve results.
• Support recruitment, onboarding and capability development of Retention Agents and build a strong talent pipeline to support business growth.
• Ensure consistent implementation and enforcement of Company SOPs, policies, retention processes and customer engagement standards across the Retention team.
• Build and maintain strong working relationships with key business stakeholders while continuously identifying opportunities to improve customer retention and portfolio value.

What you will need:

Qualifications and Skills

• Bachelor’s degree/Diploma in Business, Marketing, Finance, Economics or a related field.
• At least 4 years' experience in Sales, Telesales, Customer Retention, Contact Centre, Collections or a related commercial function.
• At least 2 years' experience managing or supervising a sales, telesales, retention or customer-facing team.
• Demonstrated ability to manage team performance, productivity, conversion and achievement of commercial targets.
• Strong experience in coaching and developing employees, managing performance gaps and driving accountability.
• Strong analytical skills with the ability to interpret sales, customer and pipeline performance data and implement corrective actions.
• Proficiency in Microsoft Excel and ability to work with ERP, CRM or other performance management systems.
• Strong communication and stakeholder management skills.
• Fluency in both English and Kiswahili.

Added Advantage

• Experience in Customer Retention, Telesales, Repeat Lending, Collections or Contact Centre Operations.
• Experience within lending, microfinance, asset finance or another financial services environment.
• Experience managing call quality, sales conversion and customer engagement performance.

Why Join Us :

•  Opportunity to work in a diverse, international environment across Africa and the Baltics. 
• Exposure to cross-border taxation, compliance, and group-level reporting. 
• A supportive, growth-oriented team culture that values continuous learning and professional development.