Do you know how to turn customer insights into action – and action into loyalty?
Afrizan BPO is looking for a strategic and driven Retentions Manager to lead our customer retention function. This role is ideal for someone who thrives in fast-paced environments, understands consumer behaviour, and can lead teams to deliver measurable impact through proactive engagement, service recovery, and value creation.
Responsibilities
- Lead and manage a team of retention agents to achieve customer save rates and retention KPIs
- Develop and implement strategies to reduce churn and improve customer loyalty
- Analyse trends, behaviours, and feedback to inform proactive retention efforts
- Support the design of value-added offers, recovery tactics, and win-back campaigns
- Monitor performance metrics and coach the team for continuous improvement
- Collaborate cross-functionally with operations, sales, and customer experience teams to resolve friction points
- Ensure compliance with customer engagement protocols and regulatory requirements
- Report on retention results, campaign performance, and key insights to leadership
Requirements
- Matric or NQF Level 4 (essential); relevant diploma or degree in Business, Marketing, or related field (advantageous)
- 3–5 years’ experience in a contact centre environment, with at least 2 years in a retention leadership role
- Proven track record in reducing churn and improving customer lifecycle value
- Strong leadership, coaching, and stakeholder management skills
- Analytical mindset with the ability to turn data into action
- Excellent communication, problem-solving, and decision-making skills
EE Disclaimer:
All positions will be filled in accordance with the company’s Employment Equity plan. We encourage people with disabilities to apply.
Application Unsuccessful Disclaimer:
If you do not receive feedback within two weeks of your application, please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.