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- Tasks: Lead customer retention activities and enhance customer experience in South South, Nigeria.
- Company: Dynamic company focused on customer satisfaction and retention.
- Benefits: Competitive salary, career growth opportunities, and a supportive team environment.
- Other info: Join a motivated team and develop your leadership skills in a fast-paced environment.
- Why this job: Make a real impact by improving customer experiences and driving team success.
- Qualifications: Degree in social sciences or business, plus 3+ years in credit risk management.
The predicted salary is between 36000 - 60000 £ per year.
The incumbent will be responsible for ensuring delivery of retention objectives by planning and managing all territory customer retention activities with a view to enhancing customer experience and collections.
Responsibilities
- Ensure recruitment & productivity of collection officers.
- Drive collections and repossessions (where applicable) in accordance with the set guidelines.
- In partnership with retention teams, come up with standard FAQs and approach to campaigns to be achieved.
- Plan and optimize resources needed to meet company defined service standard.
- Conduct real-time monitoring on a continuous basis and coaching of COs.
- Provide hands-on support and guidance to the teams ensuring they deliver the required customer experience, quality of service and retention campaign targets.
- Communicate, monitor and maintain performance standards.
- Identify areas for development to ensure continuous improvement.
- Ensure resolution of escalated customer queries and complaints as per defined escalation protocol.
- Identify opportunities to improve product and service offerings based on the voice of the customer.
- Contribute and identify areas for improvement and enforcement of processes and procedures.
- Identify, accumulate and analyze statistics that reflect on team’s performance.
- Continuously assess the technical competence of the team and take steps to develop their knowledge and skills for effective service delivery.
- Provide regular defined reports and initiatives to improve performance.
- Develop and maintain motivation plans to enhance productivity of teams and morale.
- Attend regular meetings to discuss performance, challenges and remedial plans vs. Voice of customer needs.
KPIs
- Collections
- Infrastructure
- People
Desired Skills and Experience
- Minimum degree in social sciences or a business-related field.
- An additional Credit Risk Management focused qualification and/or Customer Services Management qualification will be an added advantage.
- 3 years+ of working experience in a credit risk management / Credit Control or in the Service Industry with some supervisory level experience.
- Excellent interpersonal skills and ability to motivate to produce results.
- Excellent oral and written communication skills.
- Dependability and adaptability.
- Multi-tasking skills and good administrative ability.
- Coaching, mentoring and leadership.
- Written and verbal communication (letter writing, report writing).
- Computer skills (MS Word, Excel, PowerPoint).
- Problem solving and decision making.
- Team player.
- Self-driven and open to change.
- Planning and organizing.
- Attention to detail.
Territory Retention Manager - South South, Nigeria in London employer: d.light India
Contact Detail:
d.light India Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Territory Retention Manager - South South, Nigeria in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how you can contribute to their retention objectives. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the job requirements, especially in customer service and team management. Confidence is key, so rehearse until it feels natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Territory Retention Manager - South South, Nigeria in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Territory Retention Manager role. Highlight your experience in customer retention and credit risk management, and don’t forget to showcase those excellent interpersonal skills we’re looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this role. Mention specific examples of how you've driven collections or improved customer experiences in the past.
Showcase Your Achievements: When filling out your application, be sure to include quantifiable achievements. Did you boost team performance or improve retention rates? Numbers speak volumes, so let us know how you made an impact!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss any important updates from our team!
How to prepare for a job interview at d.light India
✨Know Your Numbers
Make sure you’re familiar with key performance indicators (KPIs) related to customer retention and collections. Brush up on any relevant statistics or metrics from your previous roles that demonstrate your success in these areas. This will show the interviewers that you understand the importance of data-driven decision-making.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, especially in a supervisory role. Think about specific situations where you motivated your team or improved their performance. This will highlight your coaching and mentoring abilities, which are crucial for the Territory Retention Manager position.
✨Understand Customer Experience
Familiarise yourself with best practices in customer experience management. Be ready to discuss how you’ve handled escalated customer queries and complaints in the past. This will demonstrate your commitment to enhancing customer satisfaction and your ability to resolve issues effectively.
✨Prepare for Scenario Questions
Anticipate scenario-based questions that may relate to planning and optimising resources or conducting real-time monitoring of your team. Think through how you would approach these situations and be prepared to articulate your thought process clearly. This will showcase your problem-solving skills and adaptability.