Customer Re-engagement Manager Job in Kenya

 Job Title: Customer
Re-engagement Manager

Hiring Organization: d.light
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Solar
Job Type: Full
Time
Salary: KES
Competitive
Date Posted: 01/25/2024

The
Customer Re-engagement Manager will be responsible for building a new team
& function within d.light, aimed at re-engaging defaulted customers
(PAR180+). The primary objective of this team will be developing new ways that
the company can permanently resolve customer’s issues, whether that be
Financial Constraint, Technical Challenges or a lack of Willingness to Pay.

As you
build the Re-engagement Team, you will be leading and managing a growing team
of Customer Re-engagement Officers, initially spread across a single Region in
Kenya, but growing to be Nationwide. Your primary goal will be to ensure the
effective re-engagement of customers older than 180 days from our portfolio.
You will play a critical role in developing and implementing customer
re-engagement strategies, ensuring compliance with regulations and the highest
standards of Customer Experience in achieving set resolution targets.

Key
Responsibilities:


Re-engagement
Strategy:

Develop,
implement, and continuously optimize customer re-engagement strategies tailored
to recover set collection targets of the portfolio.

Monitor
the effectiveness of strategies and make adjustments as needed to improve
re-engagement rates.

Provide
feedback & ideas through to the Senior Management Team on how best to
empower remote customer-facing team members to resolve customer’s problems
on-site.

Team
Leadership:

Lead,
motivate, and develop a small team of re-engagement Officers to achieve
performance targets and KPIs.

Conduct
regular performance reviews, provide feedback, and identify areas for
improvement.

Foster a
positive and collaborative work environment to enhance team productivity.

Portfolio
Management:

Oversee
the management of our portfolio.

Segment
the portfolio and assign appropriate re-engagement strategies to different
customers based on root cause.

Compliance
and Regulation:

Ensure
that all customer re-engagement activities adhere to local and national
regulations governing debt collection. Stay updated on changes in relevant
regulations,

Maintain
customer centricity and adapt strategies accordingly.

Data
Analysis and Reporting:

Utilize
data analytics tools to track and analyze the performance of Re-engagement
Officers and re-engagement strategies.

Generate
regular reports for senior management with insights, trends, and progress to
resolution targets.

Customer
Engagement:

Collaborate
with Customer Service and Legal teams to explore options for amicable debt
resolution where possible.

Maintain
a customer-centric approach, striving for fair treatment and transparency in
all interactions.

Training
and Development:

Provide
ongoing training and development opportunities for the re-engagement Officers
to enhance their skills and knowledge.

Promote a
culture of continuous learning within the team.

Budget
Management:

Manage
the allocated budget efficiently, ensuring cost-effectiveness.

Qualifications
& Characteristics:

Proven
experience in Customer Re-engagement & debt recovery management, preferably
in a PayGo context.

Excellent
leadership and team management skills.

Creative
problem solver and adaptable to the new working environment.

Data-driven
decision-making abilities.

Exceptional
communication and negotiation skills.

Ability
to handle high-pressure situations and meet challenging targets.

Click
Here To Apply

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