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Retentions Manager

Dalitso Holdings
Johannesburg Full-day Full-time

Description:

  • Responsible for creating, implementing, and analysing retention campaigns across all channels and at all stages of the customer lifecycle to retain customers and maximise customer lifetime value.

    Key Performance Areas:

  • Contribute to the development of new business with either existing or new clients
Provide Monthly statistics to the GM: Life Operations (cancellations, lapse ratios, persistency ratios, etc.). Coordinate teams of Client Service Advisors (where applicable) to ensure client service standards are met Acts as a support to Sales and distribution and Partnership departments on the more complex accounts Enhance relationships with current and prospective clients by leveraging the credibility gained through knowledge and performance of client’s business environments and requirements Proactively identify and manage potential problems/escalations within client base with appropriate resolution plans. Management of direct and indirect reports Set clearly defined objectives for each team member, lead and assist them in achieving these objectives; employ, retain, develop, integrate, motivate, remunerate and assign people to appropriate tasks, conduct performance management and ensure teamwork Responsible for the development and implementation of a retention’s strategy Ensure alignment of Group strategy and fulfilment of the business unit’s tasks, while ensuring maximum productivity and efficiency Speak to clients regarding issues that are brought to the Ombudsman’s office Act as the link between other departments, and Retentions and continuously liaise with internal stakeholders to ensure alignment and support to enable delivering of solutions and manage risk Seek and continuously develop knowledge of our client business to build an understanding of their needs Be a trusted advisor to all clients through consultative engagements and adding value throughout the supply chain Schedule monthly meetings with existing client base, reporting on SLA’s, challenges, successes, threats, opportunities Responsible for maintaining and improving client satisfaction, retention, revenue and profitability Responsible for compliant dealings with clients Carry out the performance management (KPI) process to rate each employee’s performance and providing feedback to employees of their strengths and development areas on a monthly basis Ensure that new consultants joining the team are trained and refreshed on products, scripts, and systems as and when needed Coach and guide bottom performers when the need arises Reactivate valuable inactive accounts Implement automated, multichannel CRM flows across all customer lifecycle stages Create effective communication (email, SMS, push etc) using industry best practice ...
12 Aug 2022;   from: gumtree.co.za
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