Attrition Prevention & Retention Lead

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

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