Attrition Manager - West Rand

Fidelity Services Group; Gauteng; On-site; ZAR 420,000 - 700,000; Full time

Job summary

Fidelity Services Group is seeking an Attrition Manager to reduce customer cancellations, protect recurring revenue and strengthen retention culture. You will work with Sales, Customer Service and other departments to address concerns, implement proactive retention initiatives and ensure adherence to service levels.

The role focuses on identifying at-risk customers, understanding dissatisfaction drivers and delivering measurable improvements in retention and customer satisfaction across security

Qualifications

• Minimum 3–5 years experience in customer retention, sales management or customer service.
• Strong communication and negotiation skills with a customer-centric approach.
• Ability to analyze retention trends and translate insights into action.

Responsibilities

• Monitor and manage customer cancellation requests across security products and services.
• Identify cancellation trends and high-risk customer segments.
• Develop and implement tailored retention strategies to reduce attrition.
• Engage with customers at risk of cancelling to negotiate retention solutions.

Skills

Customer engagement

Relationship-building

Communication

Negotiation

Analytical skills

Education

Grade 12 / Matric

Job description

Department: Sales / Customer Retention

Industry: Security Services

Reports to: Head of Sales / General Manager

Location: As applicable

Job Purpose

The Attrition Manager is responsible for reducing customer cancellations, improving customer retention and protecting the company's existing revenue base. The role focuses on proactively identifying customers at risk of cancelling, understanding the underlying reasons for dissatisfaction, and implementing effective retention strategies to prevent avoidable losses.

The incumbent will work closely with Sales, Customer Service, Technical, Installations, Armed Response, Finance and other relevant departments to address customer concerns, resolve service-related issues and ensure accountability throughout the customer retention process.

The primary objective is to reduce customer attrition, improve customer satisfaction, retain recurring monthly revenue and establish a proactive, accountable retention culture across the business.

Key Performance Areas and Responsibilities

2.1 Attrition Management and Cancellation Prevention

• Monitor and manage customer cancellation requests across all relevant security products and services.
• Identify cancellation trends, high-risk customer segments and recurring reasons for customer losses.
• Implement proactive retention initiatives to prevent avoidable cancellations.
• Ensure all cancellation requests are contacted, assessed and actioned within agreed service-level timeframes.

2.2 Customer Retention and Save Strategies

• Engage directly with customers who intend to cancel services.
• Develop tailored retention strategies.
• Address customer dissatisfaction and negotiate retention solutions.

Key Performance Indicators (KPIs)

• Customer attrition rate
• Cancellation save rate
• Recurring monthly revenue retained
• Recurring monthly revenue lost

Minimum Qualifications and Experience

• Grade 12 / Matric
• 3–5 years experience in customer retention, sales management or customer service.

Required Skills and Competencies

• Customer engagement and relationship-building skills
• Communication, negotiation and analytical skills

Key Working Relationships

Internal stakeholders and external stakeholders.

Authority and Accountability

Accountable for managing the cancellation prevention and retention process.

Expected Outcomes

Deliver measurable improvements in customer retention and reduce avoidable cancellations.