Retention Manager

R

DESIRED SKILLS

Experience in wholesale telecoms environment

Implement strategy for retentions

Manage contractual changes to positively impact retentions

Ability to analyse and understand underlying reasons for terminations and implement corrective measures

Manage terminations where you do not manage the end customer

1. Carried a target for retentions in previous roles
2. Managed a team for retentions and other tasks
3. Has a good understanding of terminations and renewals
4. Has a good understanding of bulk deals, expectations, management and fulfilment

Main Purpose

The Customer facing Retentions Manager is responsible for managing, maintaining, and most importantly reducing loss of existing CLIENT business, by maintaining our link base, working closely with all business units, increasing link upgrades, and tactically increasing customer spend.

The Retentions Manager will be responsible for communicating and negotiating with customers, propose solutions, gathering data and providing detailed information and reports on customer interactions and outline steps taken to arrive at the solution. The incumbent is also responsible to balance the organization’s desire to keep the customer / link with the potential revenue that the customer represents, and the costs associated with retaining them. This is achieved by communicating with customers business, legal (if required), and employees to increase loyalty and retain business. This role requires significant communication skills, both written and verbal

Please submit a portfolio of evidence demonstrating wholesale retention strategies, win records, wholesale ideas and learnings, along with your CV, profile and a motivation for your application

ACCOUNTABILITIES & RESPONSIBILITIES (KEY ERFORMANCE AREAS & TASKS)

Aligned with ITIL

• Adherence to Global Telco Standards

• Working closely with Operations, Service Managers, Finance, Legal, Technical and other business units

Revenue Leakage

• Identify areas of potential revenue leakage throughout the order to cash process and set up the relevant actions to be addressed.

• Must be able to devise and adapt retentions strategy according to company policy, expectations, and market changes

• Must understand competing products and related pricing in the market to have meaningful conversations

• Implement proactive and reactive churn prevention programs and drive new business growth through customer advocacy

• Must assist re-negotiation on proven high risk clauses by providing evidence and possible solutions to create a win-win outcome

• identify risk causing clauses in conjunction with product rules. Must be identified and resolved before CLIENT suffers losses

• Thorough understanding of Contracts, commercial understanding and risk mitigation is high on the radar of the retentions team

• Improve and stabilize Out of Contract link levels to meet KPI’s as set by senior management

• Provide predictive churn models and solutions

• Analytics and mitigation for potential losses

• Manage Retentions team

• Provide training, guidance and mentorship to achieve team KPI’s

• Identify and reduce the overall revenue leakage throughout the CLIENT value chain

• Manage credit note process from a Sales perspective

• Collate data for credit resolution and disputes

• Identify and correct system issues and processes that result in credit notes

KEY PERFORMANCE INDICATORS

Measurable

• Monitoring and reporting of trending outages and model potential churn

• Follow up and confirmation of the processing of RCA documents

Measurable

• Bulk Order Tracking: Milestone feedback provided to customers

• Overutilization: Upgrades to be processed timeously

• Abortive costs: Cancellation fees processed timeously

• Call backs from NOC

• Reduction of Credit Notes

• Renewal and retentions

• Track churn and erosion: Look at data to identify red flag metrics that indicate accounts are at risk of churning and provide churn and erosion

Monthly Reporting

• Provide real-time reporting for all the above aspects