Retention Manager

About the role

We are seeking a Retention Manager to own and lead Uganda’s customer retention and telesales engine. You will design campaigns, coach team leaders, and drive conversion outcomes that turn existing customers into repeat‑product sales.

Key responsibilities

• Lead daily retention operations and manage the performance of the outbound, inbound and special‑project telesales teams.
• Set clear daily priorities, enforce queue discipline and ensure no high‑intent lead is missed.
• Monitor cash‑loan performance, analyse weekly/monthly results and partner with product, credit, finance and marketing to resolve root causes.
• Design, launch and optimise telesales campaigns, aligning leads, scripts, staffing and follow‑up routines.
• Coach team leaders, build a coaching‑first culture and continuously improve processes to raise conversion metrics.

Required profile

• Commercially minded leader with a track record in telesales or customer retention.
• Proven ability to manage outcomes, drive disciplined execution and make data‑driven decisions.
• Experience partnering across product, credit, finance, marketing and business intelligence functions.
• Strong performance‑management and coaching skills.

Required skills

What we offer

• Opportunity to shape the entire retention engine for a fast‑growing African fintech.
• Impact millions of customers while contributing directly to revenue growth.
• Work in a data‑driven, customer‑centric culture recognized by the Financial Times and TIME100.