Retention Manager

About the role

M-KOPA is looking for a Retention Manager based in Kamwokya, Uganda, to lead daily retention operations and manage the day-to-day performance of the retention and telesales team. The role covers outbound, inbound and special-project campaigns, as well as cash loans, and works closely with Product, Credit, Finance, Marketing, BI, Customer Care and Retail.

Key responsibilities

• Lead daily retention operations: set clear priorities, enforce queue discipline and ensure every high-intent lead is followed up
• Monitor cash-loan performance weekly and monthly, escalate critical issues and work with Product and stakeholders to fix root causes
• Design and run telesales campaigns by aligning leads, products, scripts, staffing and follow-up, and track conversion, contact rate, agent productivity and revenue targets
• Coach Team Leaders and agents on pitch quality, objection handling and closing; develop Team Leaders into coaching-first managers
• Improve processes, controls and customer experience, including accurate lead handling, compliant communication and commission controls
• Hire, onboard and mentor Team Leaders and retention representatives, and plan team capacity, leave and coverage

Required profile

• Bachelor's degree in Business, Sales, Operations, Marketing or a related field
• Over 5 years in Telesales, Customer Retention or commercial operations, including 3+ years in Telesales or Retention management
• Proven ability to use data, scorecards and coaching routines to improve sales performance
• Experience designing campaigns, managing lead pipelines and improving conversion rates
• Strong presentation, communication, coaching and people-management skills

Required skills

• Sales operations and campaign management
• Performance analytics and reporting
• Customer segmentation and lead management
• CRM/ticketing systems, ideally Freshdesk or similar
• Stakeholder management and process improvement