SME Retention & Reactivation Specialist

Quona Capital; Cape Town; Hybrid; ZAR 300,000 - 450,000; Full time

Job summary

Quona Capital is looking for a Customer Retention Specialist in Cape Town to lead the strategy for re-engaging SME clients who haven't used their credit facilities for over 12 months. This impactful role combines data-driven analysis with relationship management.

Your responsibilities will include conducting outbound campaigns, analyzing churn risks, and tracking retention metrics. Applicants should have 2+ years of relevant experience, ideally within a B2B fintech context, and a strong grasp of the South African SME landscape.

Qualifications

• 2+ years of experience in Customer Retention, Account Management, or Customer Success.
• Strong understanding of the South African SME landscape and cash flow cycles.

Responsibilities

• Conduct outbound re-engagement campaigns to inactive SMEs.
• Analyze behavioral data and feedback from inactive accounts.
• Track and report on key KPIs including reactivation rates.

Skills

Consultative Empathy

Analytical Rigor

Resilience & Persuasion

Technical Savvy

Education

Degree or Diploma in Business, Marketing, or Communications

Tools

CRM platforms (Zendesk preferred)

Job description

Quona Capital is looking for a Customer Retention Specialist in Cape Town to lead the strategy for re-engaging SME clients who haven't used their credit facilities for over 12 months. This impactful role combines data-driven analysis with relationship management.

Your responsibilities will include conducting outbound campaigns, analyzing churn risks, and tracking retention metrics. Applicants should have 2+ years of relevant experience, ideally within a B2B fintech context, and a strong grasp of the South African SME landscape.