Team Leader - Retentions

Oneplan Underwriting Managers (Pty) Ltd.; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking a dynamic Retentions Team Leader to spearhead a high-performing sales and retention team. This role focuses on driving growth through effective coaching and development, ensuring a superior customer experience. The ideal candidate will collaborate with various stakeholders, leveraging insights to enhance product offerings and marketing strategies. Join a vibrant team that values innovation and continuous improvement, where your leadership will directly impact the company's success and customer satisfaction.

Qualifications

• Proven experience in leading sales teams to achieve targets.
• Strong analytical skills for performance data evaluation.

Responsibilities

• Lead, coach, and develop a high-performing sales team.
• Implement strategies to enhance customer engagement and retention.
• Analyze performance data to drive continuous improvement.

Skills

Team Leadership

Sales Strategy Development

Coaching and Development

Performance Analysis

Customer Engagement

Education

Bachelor's Degree in Business Management

Sales Management Certification

Job description

Job Summary : The Retentions Team Leader plays a key role in actively leading, motivating, and driving an inbound and outbound sales and retention (growth) team.

The team leader is responsible for the growth and retention of the membership base through coaching and development, fostering a high-performance culture focused on quality interactions and continuous improvement to create a superior customer experience, aligned with our value proposition and member promise.

This position collaborates closely with internal and external stakeholders, sharing insights, feedback, and performance data to enhance our product development, marketing, and customer experience.

Key Responsibilities :

1. Client Engagement
2. Establish a high-performing sales and retention (growth) team.
3. Lead, coach, and develop the team to achieve optimal performance levels and targets, contributing to the company's objectives.
4. Set and lead the achievement of targets in operational, sales, and service environments.
5. Drive performance focused on key performance indicators in a sales-based environment.
6. Develop innovative, tailored strategies to meet customer needs.
7. Maintain quality standards by identifying trends and planning for future needs.
8. Identify training needs and collaborate with the training team to deliver best-practice training to improve customer experience and retention.
9. Manage training schedules to ensure consistent service levels and foster continuous improvement.
10. Create a motivating work environment to enable team members to perform at their best.
11. Monitor and manage activity across multiple channels to ensure timely responses and customer satisfaction.
12. Resolve escalated member issues following policies and procedures.
13. Review and manage member contact across channels to identify issues, gaps, and solutions.
14. Establish relationships with leadership and understand activities like marketing and campaigns to translate into member contact strategies.
15. Coordinate testing and implementation of new processes and technology solutions.
16. Analyze performance data and recommend improvements.
17. Provide leadership and engage in team activities to support business strategies.
18. Review and evaluate calls against quality frameworks, providing coaching and feedback.
19. Develop and review team processes and documentation.
20. Conduct performance appraisals and support individual development plans.
21. Collaborate with other team leads through role modeling and coaching.

Leadership and Relationship Building :

1. Model organizational values and behaviors, contributing to a high-performing culture.
2. Conduct effective team meetings to communicate and motivate.
3. Maintain professional relationships with peers and stakeholders for collaboration.

Accountability and Decision Making :

1. Support the Sales and Services Manager and executive team with insights and outcomes.
2. Ensure adherence to procedures, policies, and compliance obligations.
3. Achieve individual goals and actively pursue personal growth.

Judgment and Authority :

1. Make objective decisions based on data analysis and results.
2. Implement solutions and actions aligned with strategic priorities.