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  • Retention Manager at Lumos

  • Posted on: 4 January, 2017 Deadline: 11 January, 2017
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    Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones

    Retention Manager

     

    Customer Management

    • Responsible for the retention of prospective and existing customers
    • Define and administer customer lifecycle management processes as they pertain to Service experience
    • Responsible for tracking all customer interactions
    • Administration of all Complaints Management & Close Looping processes
    • Provide trends and insights of customer behavior to Management
    • Provide support to other Teams within the business
    • Develop good relationship management processes with both existing accounts and prospective customers.

    Implementation of Initiatives & Campaigns

    • Co-ordinate and implement all campaigns and initiatives
    • Ensure cross functional co-operation for delivery of initiatives and campaigns with other Teams
    • Provide reporting on activities implemented
    • Provide recommendations as to enhancements to improve performance

    Value & Revenue Generation

    • Identify areas of non-performance with the aim of reducing process defects by influencing and ensuring all process delivers as per norms
    • Provide recommendations to Management on ways to improve usage and perceived customer value Administer Premier program
    • Encourage ALL existing customer to subscribe timely to avoid dark days and reduce churn within sector
    • Effective Retrieval process, after exhausting all options and administer learnings to the business

    Build and Motivate team

    • Implement offers that elicit minimum spend commitments from customers thereby ensuring ARPU consistency
    • Deploy customer segmentation model for effective monitoring and targeting of customers with unique propositions to ensure continuous activity
    • Track campaign results, analyze data, and assess the effectiveness and profitability of retention campaigns; modify strategies as indicated
    • Implement a continuous development process for up skilling staff to deliver on Business Objectives in conjunction with Human resources.
    • Create effective alternative channels that encourages employees share opinions and ideas
    • Implement & review Feedback from Employee Engagement surveys.

    Method of Application

    Interested and qualified? Send in your application by clicking the Apply button below

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