Jobs Kenya

Position Reporting to: Head of Customer Experience
 
Manages Others: Yes
 
 
Titles & Number of Positions Managed:
 
Billing & Retention Supervisor
4 Billing Executives
21 Retention Executives
 
Job Purpose / Summary:
 
Responsible for leading a team in the design, implementation and execution of strategies that drive customer retention, loyalty, share and revenue growth.
Provide timely Billing support to customers and Customer Experience team, oversee activities that manage and supports Billing system and interdepartmental support.
Make recommendations to improve on subscriber billing, payment channels and posting, billing processes and exposure to risk
 
Key Roles:
 
Defining and measuring Customer Satisfaction and Promoter KPI’s, identifying risks and opportunities and implementing improvement plans.
Designing programs that strengthen customer relationship, proactively minimize non payer customers, increase customer retention and minimize churn through customer win-backs.
Leading the customer base analytics, identifying opportunities, designing and implementing up-selling/cross-selling campaigns that increase customer share and sustainable revenue growth.
Provide daily, weekly, monthly, quarterly and annual reports on customer lifecycle activities to keep HOD and management updated, and to support informed decisions on revenue/retention goals.
 
Key Performance Indicators:
 
Achieve budgeted financial goals in the key customer lifecycle KPI’s (non-payer disconnects, churn, arpu).
Lead the creation of different Customer Experience feedback tools. Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI’s, analyzing results and implementing improvement plans. Develop a detailed strategic roadmap that leads toward the implementation of a continuous enhancement of customer satisfaction.
Research, analyze and monitor metrics and customer segments to uncover and capitalize on retention, win-back, up-selling and arpu enhancement opportunities.
Design specific campaigns, in collaboration with Marketing, which will be used for retention and upgrade. Implement the campaigns and measure results taking corrective actions to ensure targets are met.
Establish campaign objectives, workforce size and budgets, measure results and provide the ad hoc reporting for the platforms management.
Lead the loyalty and retention functions to build diagnostic, descriptive and predictive models, creating proactive and reactive loyalty and retention strategies and programs.
Deliver appropriate in-depth analytics to understand the levers that drive customer churn.
Lead the strategy for the development of CRM as the tool of a relationship based model enabling the analysis of customer related information -demographic, business and behavioral for the identification of loyalty and retention strategies, cross & up selling opportunities and data feedback for product definition and improvement in other functional areas.
Through the customer base analytics monitor product life cycle propose refinement in pricing & product and determine possible Support models based on customer segmentation and customer value.
Define, plan and execute Customer Satisfaction Surveys and Promoter type KPI’s, lead the analysis of results and provide stakeholders with meaningful information that enable them to define improvement plans.
Build diagnostic, descriptive and predictive models that provide the appropriate data to create proactive and reactive loyalty and retention strategies and programs. Deliver appropriate in-depth analytics to understand the levers that drive customer churn.
Drive the CRM-based analysis of customer related information -demographic, business and behavioral for the identification of loyalty and retention strategies, cross & up selling opportunities and data feedback for product definition and improvement in other functional areas.
Lead the customer base analytics to provide relevant information by customer segmentation an customer value that enables monitoring of product life cycle to.
Tracking of account status based on billable and unbillable statuses
Provisional package audits based in reference to account due dates.
Equipment movement reports and audits.
Service changes – upgrades downgrades audits.
Account addressing audits – ensuring STB and Modems are within same addresses.
Refunds – account activation and termination, account history, service change, equipment movement- refund justifiable audits.
Credit Process improvement and audits.
Simplify the billing procedures to facilitate fast and effective processing of the bills.
Eliminate processes that lead to wastage of time and resources; improve time and cost effectiveness
Ensure that 100% of the collections are done on each account.
Manage training and support function for Billing system
Ensures confidentiality of customer information and compliance to defined billing procedures.
Analyzes and reviews delinquent accounts.
Monitors monthly payment plans of companies with unique billing plans.
100%  resolution on billing back office escalations i.e. mails and calls,
100%  audit the system to ensure timely, correct invoices and reminders are sent to the customers
 
Education & Skills critical to the role
 
Bachelor Degree in IT
Minimum experience of 4yrs preferably in telecommunications industry
Showcase good leadership skills to carry team members along
Excellent skills for communicating and relating with both staff members and customer
Good interpersonal skills to create a cordial relationship with team members
Ability to multitask
Report analysis skills
Ability to work within deadlines
Must be result oriented