Manager: Business Retention (Cash)

Absa Group; Sandton; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A prominent financial institution seeks a Manager of Business Retention to develop strategies aimed at keeping customers loyal and reducing churn. This role involves data analysis, designing retention campaigns, managing a team, and collaborating with various functions to enhance customer relationships. Candidates should possess a relevant Bachelor's degree and 5-10 years of experience in sales or customer service. This position offers a chance to shape customer engagement strategies and improve overall client satisfaction.

Qualifications

• Bachelor's degree in business, marketing, or a related field.
• 5-10 years of experience in sales, business development, and customer service.
• Success in managing teams and client relationships at a senior level.

Responsibilities

• Develop data-led retention programs and marketing strategies.
• Identify at-risk customers and conduct proactive outreach.
• Analyze customer data to find trends and track campaign effectiveness.

Skills

Data analysis

Customer engagement

Team management

Strategic planning

Education

Bachelor's degree in business or marketing

Postgraduate Diploma or MBA

Job description

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

Job Summary

A Manager of Business Retention develops and executes strategies to keep existing cash customers loyal, focusing on data-driven insights, personalized engagement, and proactive problem-solving to reduce churn and boost lifetime value, managing a team and collaborating across functions. Key responsibilities include analyzing customer data, designing retention campaigns (like onboarding or win-back), negotiating with at-risk clients, improving processes, and reporting on metrics like churn, all to build strong customer relationships.

Job Description

Key Responsibilities

• Strategy & Planning: Develop data-led retention programs and marketing strategies.
• Customer Engagement: Identify at-risk customers, conduct proactive outreach, negotiate solutions, and manage offboarding interviews to understand reasons for leaving.
• Designing retention campaigns (like onboarding or win-back) and ensure successful execution.
• Data Analysis: Analyze customer data to find trends, build predictive models, and track campaign effectiveness.
• Collaboration: Work with Sales, Product, CVM and Marketing, and other teams to create a customer-centric approach.
• Team Management: Lead, coach, and prioritize tasks for a retention team.
• Process Improvement: Continuously review and refine customer onboarding and communication for retention purposes.

Qualifications and Experience Required

• Bachelor's degree in business, marketing, or a related field (NQF Level 7). A Postgraduate Diploma, Honours or a Master of Business Administration (MBA), which deepens expertise in strategic management and leadership will be an added advantage.
• Proven success in managing teams, achieving revenue targets, and managing client relationships at a senior level.
• Minimum of 5-10 years' experience in sales, business development, and customer service is typically required.

Education

Bachelors Degree and Professional Qualifications: Business, Commerce and Management Studies (Required)

Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.

Absa Bank Limited reserves the right not to make an appointment to the post as advertised