Territory Retention Manager
d.light
Nairobi, Kenya
Posted on Oct 16, 2025
Job Description
Position Description
Job Location: Nairobi, Kenya
Reporting to: Collection Manager.
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.
R&Rs
● 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 FAQ’s 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
● Drive collections and repossessions (where applicable) in accordance with the set guidelines
● In partnership with retention teams, come up with standard FAQ’s 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
● Infrastructure
● People
Requirements
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/or Credit Control or in the Service Industry with some supervisory level exp.
● Excellent interpersonal skills and Ability to motivate to produce results
● Excellent oral and written communication skills
● Dependability and adaptable
● 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
● 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/or Credit Control or in the Service Industry with some supervisory level exp.
● Excellent interpersonal skills and Ability to motivate to produce results
● Excellent oral and written communication skills
● Dependability and adaptable
● 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
How to Apply:
Interested and qualified candidates are invited to submit their application.
Please note: Submission of both a Cover Letter and CV is Mandatory for consideration.
Only shortlisted candidates will be contacted.
