Background

M-Gas is using technology to transform lives by providing clean cooking gas to all Kenyans 24 hrs, 7 days a week. We give you our cylinder filled with gas, a smart meter, a gas cooker and a key card as part of our package so you don’t have to pay the high upfront fee of buying a gas cylinder and cooker.

Role Overview

The Retention Manager is responsible for executing the company’s customer retention and lifecycle management strategy at the field level by overseeing depot-based Retention Team Leads. The role ensures customers successfully onboard, activate, consistently use the product, and remain active throughout their lifecycle while minimizing churn, repossessions, and credit losses. Working closely with the Senior Retention Manager, the Retention Manager drives operational performance across onboarding, early usage, retention engagement, and repossession prevention while maintaining strong customer experience standards. The Retention Manager achieves results through structured field execution, performance management, data-driven interventions, and close collaboration with Sales, Customer Support, and Operations teams.

Responsibilities

• Drive Depot-Level Retention Execution: Oversee the customer retention lifecycle across assigned depots, ensuring consistent follow-up on critical stages including early support, payment adherence, usage monitoring, and churn risk intervention.
• Enable Onboarding & Early Usage: Ensure successful customer onboarding and activation by monitoring early indicators (first use, first payment, 30-day survival). Proactively support customers facing challenges and escalate systemic friction points.
• Lead Proactive Retention & Reactivation: Drive structured campaigns to re-engage customers showing declining activity or payment patterns. Monitor early warning signals (payment delays, usage drop-offs, complaints) to enable timely intervention and reduce churn.
• Prevent Repossession & Coordinate Recovery: Monitor the repossession pipeline, ensuring retention teams prioritize recovery efforts before escalation. Coordinate with repossession teams on structured account recovery and track drivers to improve customer quality.
• Manage Team Performance & Accountability: Own performance outcomes for retention teams, tracking KPIs including activation rates, retention milestones (30/60/90-day), churn, reactivation, and repossession volumes. Conduct weekly reviews and implement corrective action plans.
• Utilize Data & Reporting: Monitor retention dashboards and analyze customer cohorts to identify churn trends and performance gaps. Provide regular reports to the Senior Retention Manager and recommend operational improvements based on field insights.
• Collaborate Cross-Functionally: Work closely with Sales (feedback on prospect quality), Operations/Technical teams (escalate product issues), and Customer Support (resolve complex cases) to improve the end-to-end customer journey.
• Lead and Develop Retention Teams: Coach and develop 8–10 Retention Team Leads across depots, fostering a performance-driven, customer-centric culture. Identify capability gaps, implement training, and support hiring and onboarding.

Key Success Metrics

The Retention Manager will be measured on:

• Customer activation rate
• 30 / 60 / 90 day retention performance
• Churn reduction
• Reactivation success rate
• Repossession rate reduction
• Customer engagement quality
• Team productivity and SLA adherence

Key Competencies

• Customer lifecycle management
• Retention strategy execution
• Performance management
• Data-driven decision making
• Cross-functional collaboration
• Process discipline and operational rigor
• Team leadership and coaching

Requirements

• Bachelor’s Degree in Business, Sales, Operations, or related field.
• 3-5 years of experience in customer service, Customer retention, credit collections, customer success, or sales operations.
• At least 3 years of leadership experience managing remote or field teams.
• Experience in PAYGO, consumer finance, telecom, or energy access sectors is highly preferred.
• Strong analytical and performance management skills.

• Drive Depot-Level Retention Execution: Oversee the customer retention lifecycle across assigned depots, ensuring consistent follow-up on critical stages including early support, payment adherence, usage monitoring, and churn risk intervention.
• Enable Onboarding & Early Usage: Ensure successful customer onboarding and activation by monitoring early indicators (first use, first payment, 30-day survival). Proactively support customers facing challenges and escalate systemic friction points.
• Lead Proactive Retention & Reactivation: Drive structured campaigns to re-engage customers showing declining activity or payment patterns. Monitor early warning signals (payment delays, usage drop-offs, complaints) to enable timely intervention and reduce churn.
• Prevent Repossession & Coordinate Recovery: Monitor the repossession pipeline, ensuring retention teams prioritize recovery efforts before escalation. Coordinate with repossession teams on structured account recovery and track drivers to improve customer quality.
• Manage Team Performance & Accountability: Own performance outcomes for retention teams, tracking KPIs including activation rates, retention milestones (30/60/90-day), churn, reactivation, and repossession volumes. Conduct weekly reviews and implement corrective action plans.
• Utilize Data & Reporting: Monitor retention dashboards and analyze customer cohorts to identify churn trends and performance gaps. Provide regular reports to the Senior Retention Manager and recommend operational improvements based on field insights.
• Collaborate Cross-Functionally: Work closely with Sales (feedback on prospect quality), Operations/Technical teams (escalate product issues), and Customer Support (resolve complex cases) to improve the end-to-end customer journey.
• Lead and Develop Retention Teams: Coach and develop 8–10 Retention Team Leads across depots, fostering a performance-driven, customer-centric culture. Identify capability gaps, implement training, and support hiring and onboarding.

• Customer lifecycle management
• Retention strategy execution
• Performance management
• Data-driven decision making
• Cross-functional collaboration
• Process discipline and operational rigor
• Team leadership and coaching

• Bachelor’s Degree in Business, Sales, Operations, or related field.
• 3-5 years of experience in customer service, Customer retention, credit collections, customer success, or sales operations.
• At least 3 years of leadership experience managing remote or field teams.
• Experience in PAYGO, consumer finance, telecom, or energy access sectors is highly preferred.
• Strong analytical and performance management skills.