Attrition Manager - West Rand

Fidelity Services Group; Roodepoort; On-site; ZAR 420,000 - 640,000; Full time

Job summary

Fidelity Services Group in Roodepoort invites an Attrition Manager to lead efforts to reduce customer cancellations, protect recurring revenue, and build a proactive retention culture across the business. You will collaborate with Sales, Customer Service, Technical, Installations and Finance to resolve issues and implement effective retention strategies.

The role focuses on identifying at‑risk customers, analyzing cancellation drivers, and delivering tailored save initiatives to improve

Qualifications

• Grade 12 / Matric is required.
• 3–5 years experience in customer retention, sales management or customer service.
• Strong communication and negotiation abilities.

Responsibilities

• Monitor and manage cancellation requests across security products.
• Identify high-risk customers and cancellation trends.
• Develop and implement proactive retention initiatives.
• Engage customers to negotiate retention solutions.
• Collaborate with Sales, Customer Service and Operations to resolve issues.
• Ensure cancellation handling meets agreed SLAs.

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

1. 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.

   3. Key Performance Indicators (KPIs)

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

   4. Minimum Qualifications and Experience

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

   5. Required Skills and Competencies

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

   6. Key Working Relationships

   Internal stakeholders and external stakeholders.

   7. Authority and Accountability

   Accountable for managing the cancellation prevention and retention process.

   8. Expected Outcomes

   Deliver measurable improvements in customer retention and reduce avoidable cancellations.