Churn Reduction & Retention Manager

Bullock Tech Talent Partners; Wes-Kaap; On-site; ZAR 900,000 - 1,400,000; Full time

Job summary

Bullock Tech Talent Partners is seeking an experienced Retentions & Cancellations Manager to lead a 38-person team in Cape Town City Centre. You will own the end-to-end retention and cancellation journey, ensuring professional offboarding and driving churn reduction.

Responsibilities include setting targets, coaching managers, designing save offers, and partnering with Product, Network, Sales and Billing to optimise outcomes. This is an on-site, senior leadership role.

Qualifications

• Matric plus a diploma or degree in Business, Commerce, Operations or similar.
• Leadership/management qualification is an advantage.
• At least 5 years in a customer-service, contact-center or retention environment.
• At least 3 years managing managers or team leaders.
• Proven experience leading a 30+ team and improving churn/save rate.
• Experience in telecoms, ISP, subscription or high-volume recurring revenue business.

Responsibilities

• Lead and develop a team of about 38 through team leaders with regular one-on-ones and development plans.
• Set targets, conduct performance reviews and manage underperformance.
• Drive engagement and reduce attrition with structured onboarding.
• Design, test and refine retention/offboarding strategies and save offers.
• Own the churn outcomes, budgeting and reporting for senior management.

Skills

CRM data skills

BI tools

Excel

Data analysis

People leadership

Customer service

Education

Matric

Diploma/degree in Business/Commerce/Operations

Tools

CRM systems

BI software

Job description

Bullock Tech Talent Partners is seeking an experienced Retentions & Cancellations Manager to lead a 38-person team in Cape Town City Centre. You will own the end-to-end retention and cancellation journey, ensuring professional offboarding and driving churn reduction.

Responsibilities include setting targets, coaching managers, designing save offers, and partnering with Product, Network, Sales and Billing to optimise outcomes. This is an on-site, senior leadership role.