Customer Retention Supervisor

Jobgether; South Africa; À distance; ZAR 1 283 000 - 2 016 000; Plein temps

Avantages offerts par ce poste

Competitive USD Salary

Performance Incentives

Paid Annual Leave

Public Holidays

Remote Work

Leadership Development

Growth Industry Exposure

AI Tools

Résumé du poste

Jobgether, in South Africa, seeks a Customer Retention Supervisor to lead a team of retention specialists in a fast-growing fintech and cryptocurrency environment. You will own reactivation, repeat transactions, and revenue recovery while guiding outbound engagement and campaign management.

The role combines hands-on leadership with strategic development of retention processes, coaching, and performance analysis to improve conversion rates and overall business growth.

Qualifications

• Demonstrated leadership of retention teams and outbound initiatives.
• Proven track record in customer conversion, retention and reactivation.
• Experience developing SOPs, scripts, workflows and training materials.
• Strong coaching, mentoring and performance improvement abilities.
• Excellent communication, negotiation and objection handling over the phone.
• Analytical skills to interpret performance data and derive actions.

Responsabilités

• Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear objectives and accountability standards.
• Conduct outbound calls to encourage repeat transactions and reactivation of inactive customers.
• Develop and improve SOPs, scripts, workflows, and training materials for stronger performance.
• Organise daily outreach, manage agent schedules, and allocate campaign tasks.
• Design and execute retention campaigns with promos, discounts and follow-ups.
• Monitor KPIs like call volumes, conversion, reactivation, and revenue recovery.
• Conduct call evaluations and coaching sessions to improve sales skills.
• Analyse customer behaviour and campaign results to identify retention opportunities.
• Maintain accurate CRM records, dashboards, and operational reports.
• Collaborate with Marketing, Support, Sales, Operations and Compliance to resolve issues.
• Support recruitment, onboarding and training of the retention team.
• Utilise AI tools to boost research, script development and productivity.

Connaissances

Leadership

Customer Retention

Coaching

Performance Analytics

CRM Proficiency

Excel

Outbound Calling

Team Building

Communication

Outils

CRM Platforms

Outbound Platforms

Description du poste

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Supervisor based in South Africa.

Are you an experienced customer retention leader passionate about building high-performing teams and driving measurable business growth? This opportunity allows you to lead and develop a team of retention specialists within the fast-growing fintech and cryptocurrency industry. You will take ownership of customer reactivation, repeat transactions, and revenue recovery while remaining actively involved in outbound customer engagement. Combining hands-on leadership with strategic campaign management, you will develop effective retention processes, coach team members, and continuously improve customer conversion rates. Working in a dynamic, performance-driven environment, you will collaborate with cross-functional teams to strengthen customer relationships and maximise business results. This is an ideal role for a proactive leader who enjoys mentoring people, analysing performance, and turning customer engagement strategies into tangible revenue.

Accountabilities:

• Lead, supervise, and motivate a team of Customer Retention Specialists, establishing clear performance objectives, responsibilities, and accountability standards.


• Conduct outbound customer calls personally to encourage repeat transactions, reconnect with inactive customers, and demonstrate effective retention techniques by example.


• Develop, implement, and continuously improve standard operating procedures (SOPs), calling workflows, scripts, and training materials to strengthen team performance.


• Organise daily outreach activities, manage agent schedules, and allocate campaign assignments to ensure efficient customer engagement.


• Design and execute customer retention campaigns, including promotional offers, discount incentives, abandoned transaction follow-ups, and reactivation initiatives.


• Monitor and evaluate key performance indicators (KPIs), including call volumes, conversion rates, repeat transactions, customer reactivation rates, and revenue recovered.


• Conduct regular call evaluations, performance reviews, and individual coaching sessions to identify improvement opportunities and strengthen agents' communication and sales skills.


• Analyse customer behaviour, transaction activity, and campaign performance to identify retention opportunities and develop targeted engagement strategies.


• Maintain accurate customer relationship management (CRM) records, agent scorecards, performance dashboards, and regular operational reports.


• Manage escalated customer concerns and collaborate with Marketing, Customer Support, Sales, Operations, and Compliance teams to ensure effective issue resolution.


• Support recruitment, onboarding, and training initiatives to build and maintain a capable, results-oriented retention team.


• Use relevant digital and AI-powered tools to improve research, script development, workflow efficiency, and overall team productivity.

Requirements:

• At least 3 years of supervisory or leadership experience in customer retention, outbound sales, contact centre operations, or a similar customer-facing environment.


• Demonstrated success in customer conversion, retention, and reactivation, with experience managing performance-driven teams and achieving measurable commercial results.


• Proven ability to develop and implement SOPs, outbound calling scripts, operational workflows, and employee training materials.


• Strong leadership, coaching, and mentoring skills, with the ability to motivate teams, manage performance, and encourage continuous improvement.


• Excellent communication, negotiation, and objection-handling abilities, particularly when engaging customers over the phone.


• Strong analytical and problem-solving skills, with the ability to interpret performance data, identify trends, and translate insights into actionable improvement plans.


• Ability to balance direct customer engagement with team supervision and operational responsibilities in a fast-paced, entrepreneurial environment.


• Proficiency in Microsoft Office applications, particularly Excel, alongside practical experience using CRM systems and outbound calling platforms.


• Comfortable using AI-powered tools to support research, improve customer communication scripts, and enhance everyday productivity.


• Strong organisational skills, attention to detail, and the ability to manage multiple priorities while maintaining high service and performance standards.


• Previous experience in fintech, financial services, cryptocurrency, or another regulated industry is a significant advantage.


• Basic understanding of cryptocurrency and blockchain technologies, combined with a genuine interest in financial technology, is considered a plus.

Benefits:

• Competitive USD Salary: Attractive compensation paid consistently every month, regardless of your location.


• Performance-Based Incentives: Additional financial rewards directly linked to individual achievements and overall team performance.


• Paid Annual Leave: 10 days of paid vacation per year.


• Public Holidays: Paid time off on all U.S. federal holidays.


• 100% Remote Work: Work from anywhere in Anywhere, provided you have a professional home-working setup.


• Leadership and Career Development: Opportunity to lead, develop, and shape a customer retention team while strengthening your management expertise.


• High-Growth Industry Exposure: Work within the rapidly evolving global fintech and cryptocurrency sector.


• Direct Business Impact: Take ownership of retention initiatives that directly contribute to customer engagement, recovered revenue, and business growth.


• Collaborative Culture: Join a supportive, high-trust working environment that values initiative, accountability, and professional development.


• AI-Enabled Work Environment: Opportunities to leverage modern AI tools to improve workflows, customer engagement, and operational efficiency.

We appreciate your interest and wish you the best!