Territory Retention Manager
2025-11-20T05:49:08+00:00
D.light
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https://www.dlight.com/
INTERN
Nairobi
Nairobi
00100
Kenya
Professional, Scientific, and Technical Services
Management
2025-11-30T17:00:00+00:00
Kenya
8
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
KPIs
- Collections
● 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.
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
● 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
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.
JOB-691eabd4a2486
Vacancy title:
Territory Retention Manager
[Type: INTERN, Industry: Professional, Scientific, and Technical Services, Category: Management]
Jobs at:
D.light
Deadline of this Job:
Sunday, November 30 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Thursday, November 20 2025, Base Salary: Not Disclosed
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JOB DETAILS:
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
KPIs
- Collections
● 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.
Work Hours: 8
Experience in Months: 36
Level of Education: bachelor degree
Job application procedure
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.
Click here to Apply
Only shortlisted candidates will be contacted.
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