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- Tasks: Lead customer retention efforts and enhance the overall customer experience.
- Company: Dynamic company focused on customer satisfaction and retention in Nigeria.
- Benefits: Competitive salary, career growth opportunities, and a supportive team environment.
- Other info: Join a vibrant team dedicated to continuous improvement and customer success.
- Why this job: Make a real difference in customer relationships and drive impactful retention strategies.
- Qualifications: Degree in social sciences or business, with 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 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
✨Tip Number 1
Network like a pro! Get out there and connect with people in your industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice makes perfect! Before any interview, do some mock interviews with friends or family. This will help you get comfortable with your answers and boost your confidence. Plus, it’s a great way to refine your pitch!
✨Tip Number 3
Show off your skills! When you get the chance to meet potential employers, bring along examples of your work or achievements. Whether it’s reports, presentations, or even just a list of your accomplishments, having tangible proof can really set you apart.
✨Tip Number 4
Don’t forget to follow up! After an interview or networking event, shoot a quick thank-you email to express your appreciation. It keeps you on their radar and shows that you’re genuinely interested in the position. And remember, apply through our website for the best chances!
We think you need these skills to ace Territory Retention Manager - South South, Nigeria
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in customer retention and credit risk management, and don’t forget to showcase your leadership skills. We want to see how you can drive results!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for the Territory Retention Manager role. Share specific examples of how you've improved customer experiences or driven collections in the past.
Show Off Your Communication Skills: Since excellent communication is key for this role, make sure your application is clear and concise. Use proper grammar and structure, and don’t hesitate to demonstrate your written communication prowess through your application materials.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining the StudySmarter team!
How to prepare for a job interview at d.light India
✨Know Your Numbers
As a Territory Retention Manager, you'll need to be familiar with key performance indicators (KPIs) related to collections and customer retention. Brush up on relevant statistics and metrics from your previous roles, and be ready to discuss how you've used data to drive improvements.
✨Showcase Your Leadership Skills
This role requires strong leadership and coaching abilities. Prepare examples of how you've motivated teams in the past, resolved conflicts, or improved team performance. Highlight your experience in mentoring others and how it led to better results.
✨Understand Customer Experience
Since enhancing customer experience is a core responsibility, think about specific strategies you've implemented to improve customer satisfaction. Be ready to discuss how you’ve handled escalated queries and complaints, and what you learned from those experiences.
✨Be Ready to Discuss Process Improvements
The job involves identifying areas for improvement in processes and procedures. Come prepared with examples of how you've successfully streamlined operations or introduced new initiatives that positively impacted service delivery and team productivity.