Customer Retention & Save Strategist

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

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