Retention Manager-Willers Solutions Limited
Willers Solutions Limited
Lagos
4d ago
source : BetaJob

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
  • 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
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