Experienced Customer Retention Manager – Strategic Telesales and Customer Experience Leadership at blithequark

Introduction to blithequark

At blithequark, we are driven by a mission to enable financial inclusion and enhance customer value through strategic telesales and data-driven decisions. As a leader in our industry, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Our commitment to excellence has earned us recognition as one of Africa's fastest-growing companies, and we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

About the Role

We are seeking an experienced Customer Retention Manager to join our Strategy & Operations group as we scale up and drive digital and financial inclusion across our markets. As a servant leader, coach, and contributor, you will lead a team focused on delivering high-quality output, strategic telesales campaigns, customer experience excellence, and sales performance coaching. Your expertise will be crucial in developing and executing sales and upgrade campaigns, coaching team leads and representatives, and embedding a culture that prioritizes customer-centric retention strategies.

Key Responsibilities

• Develop and execute sales and upgrade campaigns to drive customer retention and revenue growth
• Coach and mentor team leads and representatives to achieve sales targets and improve customer experience
• Embed a culture that prioritizes customer-centric retention strategies and continuous improvement
• Lead a dynamic team focused on delivering results and championing customer experience excellence
• Collaborate with cross-functional teams to design and implement impactful retention strategies
• Analyze sales performance data to inform strategic decisions and optimize retention campaigns
• Ensure compliance with consumer protection and regulatory standards in telesales

Essential Qualifications

• 5+ years of experience in a corporate setting, ideally with a background in BPO or Call Center environments
• Bachelor's degree in Business Management or a related field
• Highly proficient in Microsoft Excel and experience with sales performance analysis and reporting
• Strong leadership, communication, and people management skills
• Passionate about customer experience and achieving sales targets through strategic planning and performance management
• Demonstrates integrity, resilience, and a customer-first mindset

Preferred Qualifications

• Experience in developing and executing telesales campaigns and strategies
• Knowledge of consumer protection and compliance standards in telesales
• Proven track record of leading high-performing teams and coaching future sales leaders
• Strong analytical capability and experience with data-driven decision making
• Ability to work in a fast-paced environment and adapt to changing priorities

Skills and Competencies

To succeed in this role, you will need to possess a unique blend of skills and competencies, including:

• Strong leadership and coaching skills to motivate and develop team members
• Excellent communication and interpersonal skills to build strong relationships with customers and stakeholders
• Strategic thinking and problem-solving skills to develop and execute effective retention strategies
• Strong analytical and data analysis skills to inform strategic decisions and optimize retention campaigns
• Ability to work in a fast-paced environment and adapt to changing priorities
• Passion for customer experience and achieving sales targets through strategic planning and performance management

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to empowering our people to own their careers and grow with the company. As a Customer Retention Manager, you will have access to diverse development programs, coaching partnerships, and on-the-job training to help you achieve your career goals. You will also have the opportunity to work with a talented team of professionals who are passionate about customer experience and financial inclusion.

Work Environment and Company Culture

Our work environment is dynamic, fast-paced, and collaborative. We prioritize well-being, flexibility, and family-friendly policies to support our employees' individual journeys. Our company culture is built on a foundation of integrity, resilience, and a customer-first mindset. We are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute their best work.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary, benefits, and perks that are designed to attract and retain top talent. Our benefits package includes health insurance, retirement savings, and paid time off, among other perks. We also offer opportunities for professional development and growth, including training, mentorship, and education assistance.

Conclusion

If you are a motivated and experienced customer retention professional looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Customer Retention Manager, you will play a key role in driving customer retention and revenue growth, while also contributing to our mission of enabling financial inclusion and enhancing customer value. Don't miss this opportunity to join a dynamic team of professionals who are passionate about customer experience and financial inclusion. Apply now to take your career to the next level!

blithequark is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.

blithequark explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. blithequark shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.

blithequark does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.