Retention Manager - Uganda

About the role

M-KOPA is looking for a Retention Manager to lead Uganda's Customer Retention and Telesales operation, turning existing customers into repeat-product sales through disciplined campaign execution, strong coaching and rigorous performance management. The role owns the retention engine from campaign design to team culture and conversion outcomes, and works with Product, Credit, Finance, Marketing and BI to remove blockers.

Key responsibilities

• Lead daily retention operations: manage the day-to-day performance of the retention and telesales team across outbound, inbound and special-project campaigns and cash loans, with clear daily priorities and timely follow-up on high-intent leads
• Monitor cash-loan performance weekly and monthly, escalate critical issues and partner with Product and stakeholders to fix root causes
• Design and run telesales campaigns, aligning leads, products, scripts, staffing and follow-up, and track conversion, contact rate, agent productivity and revenue targets
• Partner with Product, Credit, Finance, Marketing, BI, Customer Care and Retail to remove blockers and improve campaign outcomes
• Coach Team Leaders and agents on pitch quality, objection handling and closing discipline, using call listening, QA findings, scorecards and performance reviews
• Turn Team Leaders into coaching-first managers who can run daily performance routines independently
• Improve telesales processes to increase revenue, reduce leakage and control costs, ensuring compliant customer communication and accurate lead handling
• Hire, onboard, mentor and performance-manage Team Leaders and retention representatives, and plan capacity, leave and coverage

Required profile

• Bachelor's degree in Business, Sales, Operations, Marketing or a related field
• Over 5 years' experience in Telesales, Customer Retention or commercial operations
• 3+ years in Telesales or Customer 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
• Commitment to ethical selling, customer protection and compliant sales processes

Required skills

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