Customer Retention Manager

We are looking for a Customer Retention Manager to join our Strategy & Operations group; as we scale up and drive digital and financial inclusion across our markets.Leading a team, you will work as a servant leader, coach and contributor within a team that places emphasis on high-quality output, strategic telesales campaigns, customer experience excellence, and sales performance coaching.About UsAs the Customer Retention Manager, you will oversee and drive the daily operations of the retention team. Your responsibilities will include developing and executing sales and upgrade campaigns, coaching team leads and representatives, and embedding a culture that prioritizes customer-centric retention strategies.At M-KOPA, you will have the opportunity to become the foremost expert on our customer retention products, playing a key role in improving lives through our offerings. This role ties directly to our mission of enabling financial inclusion and enhancing customer value through strategic telesales and data-driven decisions.You will lead a dynamic team focused on delivering results and championing continuous improvement. If you are passionate about high-performance teams, coaching future sales leaders, and designing impactful retention strategies, this is the job for you.You would be working from our offices in Ghana, partnering with a diverse group of employees from our different markets and locations across the UK, Europe, and Africa. You will be reporting to the Senior Manager, Strategy & Operations.ExpertiseOur expectations are that you will be confident overseeing both inbound and outbound telesales projects, with a strong focus on developing strategies that maximize conversion and retention. You should be able to lead and mentor with a coaching mindset and strong analytical capability.We are looking for someone who:Has 5+ years of experience in a corporate setting, ideally with a background in BPO or Call Center environments.Possesses a Bachelor’s degree in Business Management or a related field.Is highly proficient in Microsoft Excel and has experience with sales performance analysis and reporting.Understands consumer protection and compliance standards in telesales.Brings strong leadership, communication, and people management skills.Is passionate about customer experience and achieving sales targets through strategic planning and performance management.Demonstrates integrity, resilience, and a customer-first mindset.Why M-KOPA?At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.Important NoticeM-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

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