Retention Manager

The role

The Retention Manager leads Uganda's customer retention and telesales operation. This person will design campaigns, coach Team Leaders, and manage performance to convert existing customers into repeat-product sales.

What you will do

• Manage day-to-day performance of Uganda's retention and telesales team
• Ensure daily priorities, queue discipline, and timely follow-up on customer leads
• Manage cash-loan performance by monitoring results and partnering with stakeholders
• Design and execute telesales campaigns by aligning leads, products, and staffing
• Monitor lead management including conversion, contact rate, and revenue targets
• Coach Team Leaders and agents on pitch quality and objection handling
• Use call listening and performance reviews to improve team standards
• Improve telesales processes to increase revenue and reduce leakage
• Ensure compliant customer communication and adherence to consumer protection
• Hire, onboard, mentor, and performance-manage Team Leaders and representatives

Required qualifications

• 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 or running campaigns, managing lead pipelines, and improving conversion rates
• Strong presentation, communication, coaching, and people-management skills
• Demonstrated commitment to ethical selling, customer protection, and compliant sales processes
• 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

Nice to have

• Stakeholder management across multiple functions
• Customer retention product knowledge

Benefits

• Diverse development programs
• Coaching partnerships
• On-the-job training
• Family-friendly policies
• Prioritize well-being
• Flexibility

Before you apply

• Applications are reviewed on a rolling basis
• Shortlisting and interviews take place at any stage
• M-KOPA undertakes pre-employment background checks including criminal records, identification verification, academic qualifications, employment dates and employer references

About the company

M-KOPA is a fast-growing fintech that has served over 10 million customers. The company values data-driven decision-making, disciplined execution, and leadership.