Director – Customer Retention

Job description
About the role
Overall Purpose:
The Director – Customer Retention will be responsible for all upgrades and upsells to M-KOPA’s existing customers to drive up their customer retention initiatives and increase M-KOPA’s customer lifetime value. This includes leadership, management and operational oversight of M-KOPA’s customer retention efforts by leveraging on existing offerings in addition to developing new ones.
This role reports to the Chief Commercial Officer and would have full revenue responsibility (on upgrades & upsells) for Kenya and for Uganda.
Key Responsibilities

Drive revenue targets for the company through Upgrading & Upselling existing customers, while minimizing regretted churn;
Operational running of a team of 50+ telesales agents and potentially outsource options, with focus on driving down the cost of sale, while maximizing revenue and ensuring quality on how M- KOPA interacts with their customers;
Oversight & accountability on the key metrics and operational processes tracking contact rate, retention metrics and progress towards goals – and manage towards results;
Build accurate and credible plans for future revenue with the support of the Business Insights Team;
Strategic goal-setting for the upgrades/upselling teams – from collaborating to establishing key quarterly goals to capacity planning, to talent management and performance improvement;
Use data to prioritize decisions and propose new offerings and report based on trends you decipher from your analysis;
Work with Market Development and Labs areas of the business to help develop new offerings;
Support the Uganda Team in their operations and medium term to include other markets;
Managing, mentoring and developing the team, from managers to individual contributors – to strengthen their own performance and their ability to support the company more effectively.

Does this sound like you?
Must Haves:

Passion for their mission – M-KOPA is a pioneer in the dynamic pay-as-you-go solar space;
Strategic thinker able to derive and synthesize insights to provide comprehensive analysis and actionable recommendations for impactful deliverables;
Demonstrated strong analytic aptitude – with strong analytical and Excel skills to derive data driven recommendations, interpret business case financial modelling and analyze performance;
A track record of achievement in developing and managing large teams;
High integrity and openness combined with commitment to good governance;
Adept at combining creativity and critical analysis to package compelling and clear recommendations to the management team that have a strong narrative.

Preferred:

Five years of experience in a strategic role with experience in retention strategy and/or other relevant customer strategy is highly preferable;
Previous experience of telesales operations is preferred;
Experience in a startup or similar environment where there is frequent change and a need to demonstrate and act with a sense of urgency.