We are looking for a Customer Retention Manager to join our Strategy & Operations group; as we scale up and drive digital and financial inclusion across our markets.
Leading a team, you will work as a servant leader, coach and contributor within a team that places emphasis on high-quality output, strategic telesales campaigns, customer experience excellence, and sales performance coaching.
About Us
As the Customer Retention Manager, you will oversee and drive the daily operations of the retention team. Your responsibilities will include developing and executing sales and upgrade campaigns, coaching team leads and representatives, and embedding a culture that prioritizes customer-centric retention strategies.
At M-KOPA, you will have the opportunity to become the foremost expert on our customer retention products, playing a key role in improving lives through our offerings. This role ties directly to our mission of enabling financial inclusion and enhancing customer value through strategic telesales and data-driven decisions.
You will lead a dynamic team focused on delivering results and championing continuous improvement. If you are passionate about high-performance teams, coaching future sales leaders, and designing impactful retention strategies, this is the job for you.
You would be working from our offices in Ghana, partnering with a diverse group of employees from our different markets and locations across the UK, Europe, and Africa. You will be reporting to the Senior Manager, Strategy & Operations.
Expertise
Our expectations are that you will be confident overseeing both inbound and outbound telesales projects, with a strong focus on developing strategies that maximize conversion and retention. You should be able to lead and mentor with a coaching mindset and strong analytical capability.
We are looking for someone who:
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Has 5+ years of experience in a corporate setting, ideally with a background in BPO or Call Center environments.
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Possesses a Bachelor’s degree in Business Management or a related field.
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Is highly proficient in Microsoft Excel and has experience with sales performance analysis and reporting.
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Understands consumer protection and compliance standards in telesales.
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Brings strong leadership, communication, and people management skills.
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Is passionate about customer experience and achieving sales targets through strategic planning and performance management.
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Demonstrates integrity, resilience, and a customer-first mindset.
Why M-KOPA?
At M-KOPA, 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.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.
Recognized thrice by the Financial Times as one Africa's fastest growing companies (2022, 2023 and 2024) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA 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.
M-KOPA 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. M-KOPA 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.
M-KOPA 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.
Top Skills
What We Do
M-KOPA is a UK-headquartered emerging market fintech that provides affordable smartphones and digital financial services. With operations in Nigeria, Ghana, Kenya, South Africa and Uganda, the company has extended over $1.5 billion in credit to more than 5 million customers. Using an innovative financing model based on daily repayments, M-KOPA provides affordable smartphones embedded with financial services that fit with the cash flow of millions of underserved individuals who earn their income on a daily basis.
By leveraging rich payments data and proprietary AI-driven analytics, M-KOPA builds a credit record for each customer which forms the foundation for a long-term financial relationship for digital loans, affordable data subscriptions and insurance.
The company employs over 3,000 staff and 30,000 sales agents across its African markets.
M-KOPA has been recognised by the Financial Times as one of Africa’s Fastest Growing Companies for the past 3 years, and by Time Magazine as one of the 100 Most Influential Companies globally for the past 2 years.
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