Customer Retention Manager Job at M-KOPA Nigeria

M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

We are recruiting to fill the position below:

Job Position: Customer Retention Manager

Job Location: Lagos, Nigeria
Job type: Full-time
Department: FintechCustomer RetentionCustomer Retention - Management

Description

• We are looking for a Customer Retention Manager to join our Strategy and Operations team as we scale up and drive digital and financial inclusion across our markets.
• As the Customer Retention Manager, you will oversee and drive the daily operations of our retention team. This includes hiring and developing retention representatives and team leads, designing sales campaigns, and implementing strategies to maximize conversion rates and revenue.
• You will act as a servant leader, coach, and contributor, ensuring that the team achieves high-quality output and consistently exceeds targets, all while fostering a customer-centric culture.
• In this role, you will manage all aspects of our telesales operations, from outbound and inbound campaigns to specialized retention projects, helping the team deliver exceptional results.
• By leveraging your expertise in sales techniques and performance analytics, you will play a key role in ensuring that every customer interaction aligns with M-KOPA's values.
• This position offers an exciting opportunity to contribute to a life-changing impact, while growing your career within a fast-paced and innovative organization.
• You will report directly to the Senior Strategy & Operations Manager.

Key Qualifications

• You must hold a Bachelor's Degree in Business Management or a related field and have at least 5 years of experience in a corporate environment, preferably within the BPO or call center industries.
• Proficiency in MS Excel, combined with exceptional presentation, communication, and interpersonal skills, is essential. A results-driven mindset, along with experience in CRM systems, is critical to succeeding in this role.
• If you are passionate about making a difference and enjoy driving strategic growth through retention efforts, we would love to hear from you. Join us and help us transform lives through innovation and exceptional customer engagement.

Requirements:

• We are looking for a seasoned leader with a proven track record in telesales, campaign management, and team coaching. To excel in this role, you should have strong skills in strategy development, data analysis, and performance optimization, along with the ability to inspire and lead a high-performing team.