Retention Manager at a Reputable ISP Firm - Willers Solutions Limited

Willers Solutions Limited - Our client, a reputable ISP firm is currently recruiting suitably qualified candidates to fill the position below:

Job Title: Retention Manager

Location: Lagos

Job Summary

• We are now seeking a Retention Manager to develop the customer-facing operation, delivering an excellent service to our existing customer base at all stages of the journey.

Job Responsibilities
Responsible for the management and performance of the company’s customer retention area:

• You will lead, motivate, and develop a skilled team which delivers industry-leading service and retention levels through the development and application of disciplined operational techniques (sound operational skills a given)
• You will manage a 4-fold growth in volumes by identifying and delivering efficiencies first, then by recruiting, appointing, and training staff where necessary (To deliver volume growth which drives profit improvement)
• You will work within Operations and collaboratively with the Product and Pricing teams to optimize retention and adjustment performance along agreed criteria e.g. volume growth, lifetime value by engaging in effective stakeholder management.
• You will identify and drive the transition of retention and adjustment activities from offline to online and deal with any resulting implications to optimize customer satisfaction and profitability.

Qualification / Skills and Experience Essential

• Experience of working in a regulated environment.
• At least 5 years’ experience running a business unit accountable for targets
• Candidates should possess Bachelor's Degree qualification
• Excellent grasp of developing process and continually improving efficiency and effectiveness.
• Analytical skills
• CRM
• Proven track record in leading a team to deliver a first-class service to customers.
• Accomplished in people and performance management.
• Excellent grasp of policy lifecycle process and back-office functions

Application Closing Date
15th February, 2021.

Method of Application
Interested and qualified candidates should send their CV to: omolara.kazeem@willerssolutions.com using the Job Title as the subject of the mail.