Jobs at M-Gas

Job Details

• Own Area Sales Performance: Directly accountable for new customer acquisition, installation completion, and achieving revenue and Average Profit per Household (APH) growth targets across all depots.
• Lead Customer Retention: Manage area-level churn and retention by strengthening sales activities, improving payment discipline, and embedding proactive retention strategies into daily routines.
• Optimize Route-to-Market: Design and manage the sales coverage model to maximize lead conversion and cost efficiency, ensuring the strategic deployment of commission-based sales representatives.
• Drive Sales Productivity: Continuously evaluate and improve sales processes, incentives, and tools to boost agent output, territory coverage, and overall conversion efficiency.
• Lead and Coach the Team: Directly manage the Team Lead Growth and Retention, fostering a high-performance culture through clear KPIs, regular reviews, and structured field coaching.
• Ensure Commercial Discipline: Own area-level profitability by monitoring cost drivers like asset utilization and sales productivity, holding depot teams accountable for budget adherence.
• Utilize Data & Analytics: Track weekly/monthly performance (sales, retention, productivity) to generate insights, identify trends, and prepare business reviews with clear corrective actions.
• Drive Market Intelligence & Expansion: Conduct competitor analysis to inform strategy and identify opportunities for growth, leading the execution of market entry plans for new territories.
• Foster Cross-Functional Collaboration: Partner with Operations, Marketing, and Learning & Development teams to ensure seamless customer journeys and resolve issues impacting sales or retention.
• Provide Decisive Leadership: Act as the senior commercial leader for the region, proactively solving performance, people, and market challenges with practical solutions in a dynamic environment.

Requirements

• Bachelor’s Degree in Business, Sales, or Economics; an MBA is a strong advantage
• 4–7+ years of progressive experience in Sales or Commercial Operations within high-growth, customer-facing organizations (ideally in PAYGO energy, LPG, renewables, fintech or last-mile distribution)
• Minimum of 3 years in a leadership role managing regional or multi-location teams
• Strong commercial acumen with the ability to drive revenue, profitability, and cost discipline
• Adept at translating company strategy into measurable regional execution plans

go to method of application »

The Retention Manager is responsible for executing the company’s customer retention and lifecycle management strategy at the field level by overseeing depot-based Retention Team Leads. The role ensures customers successfully onboard, activate, consistently use the product, and remain active throughout their lifecycle while minimizing churn, repossessions, and credit losses. Working closely with the Senior Retention Manager, the Retention Manager drives operational performance across onboarding, early usage, retention engagement, and repossession prevention while maintaining strong customer experience standards. The Retention Manager achieves results through structured field execution, performance management, data-driven interventions, and close collaboration with Sales, Customer Support, and Operations teams.

Job Details

• Drive Depot-Level Retention Execution: Oversee the customer retention lifecycle across assigned depots, ensuring consistent follow-up on critical stages including early support, payment adherence, usage monitoring, and churn risk intervention.
• Enable Onboarding & Early Usage: Ensure successful customer onboarding and activation by monitoring early indicators (first use, first payment, 30-day survival). Proactively support customers facing challenges and escalate systemic friction points.
• Lead Proactive Retention & Reactivation: Drive structured campaigns to re-engage customers showing declining activity or payment patterns. Monitor early warning signals (payment delays, usage drop-offs, complaints) to enable timely intervention and reduce churn.
• Prevent Repossession & Coordinate Recovery: Monitor the repossession pipeline, ensuring retention teams prioritize recovery efforts before escalation. Coordinate with repossession teams on structured account recovery and track drivers to improve customer quality.
• Manage Team Performance & Accountability: Own performance outcomes for retention teams, tracking KPIs including activation rates, retention milestones (30/60/90-day), churn, reactivation, and repossession volumes. Conduct weekly reviews and implement corrective action plans.
• Utilize Data & Reporting: Monitor retention dashboards and analyze customer cohorts to identify churn trends and performance gaps. Provide regular reports to the Senior Retention Manager and recommend operational improvements based on field insights.
• Collaborate Cross-Functionally: Work closely with Sales (feedback on prospect quality), Operations/Technical teams (escalate product issues), and Customer Support (resolve complex cases) to improve the end-to-end customer journey.
• Lead and Develop Retention Teams: Coach and develop 8–10 Retention Team Leads across depots, fostering a performance-driven, customer-centric culture. Identify capability gaps, implement training, and support hiring and onboarding.

Key Success Metrics

The Retention Manager will be measured on:

• Customer activation rate
• 30 / 60 / 90 day retention performance
• Churn reduction
• Reactivation success rate
• Repossession rate reduction
• Customer engagement quality
• Team productivity and SLA adherence

Key Competencies

• Customer lifecycle management
• Retention strategy execution
• Performance management
• Data-driven decision making
• Cross-functional collaboration
• Process discipline and operational rigor
• Team leadership and coaching

Requirements

• Bachelor’s Degree in Business, Sales, Operations, or related field.
• 3-5 years of experience in customer service, Customer retention, credit collections, customer success, or sales operations.
• At least 3 years of leadership experience managing remote or field teams.
• Experience in PAYGO, consumer finance, telecom, or energy access sectors is highly preferred.
• Strong analytical and performance management skills.

go to method of application »

The Technical Representative (TR) is responsible for executing assigned maintenance and replenishment tasks for customers safely, professionally, and within strict SLAs. The TR protects customers from reaching 0 days by adhering strictly to engine-generated task priorities while maintaining high productivity and service quality.

Job Details

Task Execution & Productivity

• Execute all assigned tasks strictly in engine priority order.
• Protect Day 0–3 customers from running out of LPG or meter battery.
• Close all assigned tickets within defined SLAs.
• Maintain high daily productivity levels.
• Minimise reschedules and unreachable outcomes.

Customer Service & Professional Conduct

• Deliver respectful, professional service at all times.
• Wear full branded company attire and maintain a clean, presentable appearance.
• Communicate clearly and courteously with customers.
• Avoid rude behaviour, arguments, or misconduct.
• Represent the company positively in all interactions.

Data Accuracy & Customer Information Updates

• Update customer location data when discrepancies are found.
• Report customers who have moved, changed household size, or altered usage patterns.
• Ensure correct customer-to-asset linkage at all times.
• Follow repossession procedures strictly — never hand assets directly between customers.
• Prevent misuse of accounts or continuation of old accounts.

​​​​​​​Reduction of Reschedules & Unreachable Customers

• Make genuine, verifiable contact attempts.
• Record accurate structured reason codes for uncompleted tasks.
• Escalate repeated no-access or unreachable cases to the Team Leader.
• Avoid unnecessary postponements.

​​​​​​​Process Compliance & Integrity

• Follow all company SOPs without shortcuts.
• Do not manipulate or falsify job closure data.
• Do not bypass system controls or procedures.

​​​​​​​ Inventory Accountability

• Account for all inventory issued by Depot Stocks Clerk or Logistics team.
• Prevent loss, damage, or misuse of company assets.
• Return unused or faulty items properly.

​​​​​​​​​​​​​​Field Intelligence & Escalation

• Report tampering, fraud, unusual usage patterns, or safety concerns.
• Escalate risks or recurring operational issues promptly.

KPIs

• Daily productivity score
• Task list closure contribution (Day 0–3 & Day 0–7)
• Ticket SLA compliance
• Reschedule rate
• Unreachable rate
• Customer complaints
• Inventory variance
• Data accuracy updates logged

Requirements

• Diploma/Degree in any sales or any related field.
• Minimum of 1 year experience in sales, customer acquisition & support.