Territory Retention Manager

About the role

The Territory Retention Manager is responsible for achieving retention targets across the assigned region by planning, coordinating and supervising all customer retention activities. The role focuses on enhancing the customer experience while driving collections and, where applicable, repossessions.

Key responsibilities

• Recruit, train and monitor collection officers to ensure productivity.
• Drive collections and repossessions in line with company guidelines.
• Collaborate with retention teams to develop FAQs and campaign approaches.
• Plan and allocate resources to meet defined service standards.
• Conduct real‑time monitoring, coaching and support for collection officers.
• Maintain performance standards, resolve escalated customer issues and identify improvement opportunities.
• Analyze performance statistics and produce regular reports.
• Develop motivation plans to boost team morale and productivity.

Required profile

• Minimum degree in social sciences or a business‑related field.
• Additional qualification in Credit Risk Management or Customer Services Management is a plus.
• 3+ years of experience in credit risk management, credit control or a supervisory role in the service industry.
• Strong interpersonal, communication and leadership abilities.
• Dependable, adaptable and capable of multitasking.

Required skills

• Proficiency with Microsoft Word.
• Proficiency with Microsoft Excel.
• Proficiency with Microsoft PowerPoint.