Customer Retention Manager

Role Overview

This is an internal opening reserved for eligible Mogo Kenya employees. The Customer Retention Manager (Value and Return) owns the commercial performance of our existing borrower base — driving repeat loan issuance, reactivating dormant customers and lifting conversion across the Value and Return pools for boda and car products. The role matters because portfolio growth depends on keeping borrowers we already serve actively borrowing, and this position is where that effort is led, measured, coached and continuously sharpened.

Key Responsibilities

• Own the Value and Return retention strategy for boda and car products, driving repeat lending, customer reactivation and achievement of loan issuance targets.
• Segment, prioritise and manage the Value and Return customer pools so eligible customers are engaged at the right time and in line with the agreed retention approach.
• Take accountability for retention performance — issuance, agent productivity, pipeline conversion, call activity, contact rates, follow-ups and call quality — and implement corrective actions wherever results fall short of standard.
• Lead, coach and develop a team of 16 to 25 Retention Agents, setting clear expectations, closing performance gaps, identifying training needs and supporting recruitment, onboarding and succession for the team.
• Run a structured coaching and quality assurance programme that uses call recordings, conversion performance and identified capability gaps to target coaching where it will shift results.
• Set and enforce daily and weekly activity standards, and build, maintain and continuously improve separate Value and Return playbooks and calling scripts, including objection handling and follow-up approaches.
• Analyse pipeline and conversion data to locate bottlenecks across the customer journey, then launch targeted interventions that improve contact-to-quote and quote-to-issuance conversion.
• Keep pipeline records, customer dispositions and reporting accurate in the ERP and related systems, report weekly and monthly on portfolio health with clear recommended actions, and work with the Head of Retention and Telesales and other commercial teams to sharpen offers, unblock operations and prevent duplicated customer contact.

Requirements & Qualifications

• Bachelor’s degree or diploma in Business, Marketing, Finance, Economics or a closely related discipline.
• At least 4 years’ experience in sales, telesales, customer retention, contact centre operations, collections or a comparable commercial function.
• At least 2 years’ experience managing or supervising a sales, telesales, retention or customer-facing team.
• Demonstrated ability to manage team performance, productivity and conversion against commercial targets.
• Substantial hands-on experience coaching and developing employees, closing performance gaps and holding individuals accountable.
• Strong analytical skills — able to interpret sales, customer and pipeline performance data and turn it into corrective action.
• Confident user of Microsoft Excel, with the ability to work in ERP, CRM or other performance management systems.
• Strong communication and stakeholder management skills, with fluency in both English and Kiswahili.
• Advantageous: experience in customer retention, telesales, repeat lending, collections or contact centre operations; a background in lending, microfinance, asset finance or another financial services setting; and prior responsibility for call quality, sales conversion and customer engagement performance.

What We Offer / Why Join

• A diverse, international working environment with reach across Africa and the Baltics.
• A supportive, growth-oriented team culture that values continuous learning and professional development.
• A role with genuine ownership — direct accountability for team performance and visible impact on portfolio growth.